Supporter Charter

Our commitment to you

With the support of generous people like you, the Alliance is able to make a difference to people in some of the most hard-to-reach areas of the world, with information and practical support around HIV and AIDS. Thanks to you, we can continue making progress towards the global goal of ending AIDS.

We respect and value you

Your personal information and privacy are of our utmost concern. We will never share any of your personal information with third parties. We value honesty and transparency and will always inform you of any mistakes in our work and how we will correct them. We respect your contact wishes, and will only ever contact you by the means you agree to. We also value feedback from our supporters at any time.

We commit to...

We commit to always welcoming new supporters, making the most efficient use of your donation as quickly as we can, and informing you about our work. We will always use your donation to the best of our knowledge and ability, and update you from time to time on how your support is making a difference. If you change your contact preferences, we commit to respecting that and updating our contact lists.

When you contact us

We will provide a response within three days (or earlier), treating your information confidentially, and replying in a professional and honest way.

Complaints policy

A member of our Supporter Relations will reply to any complaints within two days to your preferred method of contact. We take feedback and complaints seriously and will make every effort to resolve your complaint as soon as possible.

Contact details

You can reach the Alliance’s Supporter Relations team on +44 (0)1273 718900 Monday to Friday 9am-5pm (GMT) or email or you can write to us at Supporter Relations, International HIV/AIDS Alliance, Preece House, 91-101 Davigdor Road, Hove, BN3 1RE, UK. Alternatively, you can use the form on our Contact Us page.

Fundraising promise

The International HIV/AIDS Alliance is covered by the Fundraising Regulator (FR). If you feel that we have not solved your complaint to your satisfaction, you can contact the FR:

Fundraising Regulator complaints procedure