LPO woodwind © Mark Allan
The London Philharmonic Orchestra is a fundraising organisation that relies on the generous support of individuals, companies and grantmaking Trusts and Foundations to continue to bring wonder to the modern world through the power of orchestral music.
Your support helps us to inspire young lives through music, to train the next generation of musicians, to increase the Orchestra’s repertoire through new commissions and above all, to produce moments of life-enhancing wonder on stage at the Royal Festival Hall and around the globe.
We are indebted to our supporters and want you to feel confident about how we will treat you and your donation.
Our Supporter Promise guarantees that: we will treat you with respect, your donation will be spent as you directed, we will update you on the impact of your gift, we will act responsibly with your data, we will respect your wishes and we will be available if you need to talk.
If you think that we have fallen short of the high standards that we set for ourselves, we want you to know exactly how to let us know. Please see our complaints procedure to find out how to take this forward.
Thank you for your continued support of the London Philharmonic Orchestra.
Our Supporter Promise
Our Supporter Promise guarantees that:
We will treat you with respect
Anyone who takes a donation from you on behalf of the London Philharmonic Orchestra will be understanding and respectful. Your donation will be promptly acknowledged.
Your donation will be spent as you directed
If you indicate where your donation is to be spent, every penny of it will support this activity. We will always handle your gift responsibly and in a way that is most effective for the beneficiaries of our organisation. If you choose to let us decide where your money can be best used, we will spend it wisely, ensuring that it works hard to deliver wonder through orchestral music.
We will update you on the impact of your gift
You will receive updates on how your gift is used. Such updates will be appropriate for the size of donation you have given. All of our fundraising communications will be honest and truthful, and they will comply with the law.
We will act responsibly with your data
We will respect your wishes
If you tell us specifically that you do not want to be contacted by the London Philharmonic Orchestra’s Development Team we will act on your wishes. We will follow guidance from the Information Commissioner’s Office (ICO) so that phone calls and email stop within 28 days and postal communications within two months.
We will be available if you need to talk
We are committed to giving our donors the care that they deserve. If you have any questions about your gift or would like to share your feedback, please contact us. If you have a concern or complaint about our fundraising activity, please see our complaints procedure to find out how to take this forward.
We will continue to update and develop our Supporter Promise in consultation with you.
Fundraising Complaints Procedure
The London Philharmonic Orchestra is a fundraising charity that seeks and secures donations from the public in support of its work. If you have a complaint about our fundraising practice, or about the way that we have gone about fundraising from you, we would like to hear from you.
Your views are important to us and we take every complaint seriously. We are committed to high standards in everything that we do, but we realise that sometimes we may get things wrong and that not everyone will always agree with what we do.
We welcome feedback because it enables us to improve our communications with you, our donors, supporters and audiences.
We promise to take all complaints seriously and to deal with them in a timely and confidential manner.
How to Complain
You can send your complaint to us in any of the following ways:
Phone: Laura Willis, Development Director on 020 7840 4211
Email: [email protected]
Post: Laura Willis, Development Director, London Philharmonic Orchestra, 4th Floor, 89 Albert Embankment, London, SE1 7TP
We will endeavour to resolve the problem as quickly as possible.
If you call us we will aim to resolve the complaint to your satisfaction during the call. If this is not possible we will let you know how long we expect it to take us to resolve it.
Email and postal complaints will be, at the least, acknowledged, and hopefully resolved, within five working days.
Again, if we cannot resolve the issue within this time we will let you know how long we expect it to take to achieve a resolution.
If for any reason we have not resolved the complaint to your satisfaction, please request that the complaint be escalated to the Chief Executive.
Phone: David Burke, Chief Executive on 020 7840 4218
Email: [email protected]
Post: David Burke, Chief Executive, London Philharmonic Orchestra, 4th Floor, 89 Albert Embankment, London, SE1 7TP
Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you would like us to do.
The Chief Executive will investigate the complaint and reply to you within ten working days.
In the event that you remain dissatisfied with the response you have received, you are entitled to take your complaint to the Fundraising Regulator.
This is an independent regulatory body that works to ensure that charities raising money from the public do so legally, considerately and honestly.
The London Philharmonic Orchestra has registered with the Fundraising Regulator and we are therefore committed to abide by the judgment that they reach on complaints which are escalated to them.
The Regulator’s contact details are:
The Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
Phone: 0300 999 3407
Email: [email protected]