Please note that this page includes two complaints policies:

  • Fundraising Complaints Policy
  • Lottery Complaints Policy and Disputes Procedure

Fundraising Complaints Policy

We welcome comments, feedback and suggestions and use these to improve our fundraising and communications with supporters and the general public, we will:

  • Treat fundraising complaints seriously and deal with them properly
  • Resolve fundraising complaints promptly and informally whenever possible
  • Learn from fundraising complaints and take action to improve our supporters’ experience
  • Ensure that fundraising complaints are treated in confidence

We define a fundraising complaint as an expression of dissatisfaction with the quality and the standards of fundraising specifically provided by Dorset and Somerset Air Ambulance.

This is not the same as general correspondence from supporters expressing a simple disagreement with the choice of a fundraising technique or general correspondence from supporters expressing disagreement with one of our press releases or policy statements and campaigns.

We would wish to respond promptly, amicably, efficiently and fairly to all fundraising complaints made to us. 

What to do if you have a fundraising complaint

Please let us know as quickly as possible. Any formal fundraising complaint against the charity must be made as soon as possible but no later than one month after the alleged incident.

Complaints should be sent to:

The Fundraising Manager

Dorset and Somerset Air Ambulance

Landacre House

Castle Road

Chelston Business Park

Wellington

Somerset

TA21 9JQ

Or emailed to: [email protected]

What happens next?

Once you have made your complaint we may need to contact you for further information or clarification,  such as what happened, when, who was involved and how.

We will acknowledge your complaint, in writing, within seven working days, and will do everything we can to resolve it within ten working days. If this is not possible, we will explain why and give a new deadline.

What if the complaint is not resolved?

In the unlikely event of internal consideration not being possible a fundraising complaint should be directed to the Fundraising Regulator:

www.fundraisingregulator.org.uk

Fundraising Regulator

2nd Floor

CAN Mezzanine Building

49-51 East Road

London

N1 6AH

T: 0300 999 3407

Lottery Complaints Policy and Disputes Procedure

In the event that a customer has encountered a problem or has a concern to raise in respect of the lottery, then the charity advises the customer to contact the office on 01202 849530, by email to [email protected] or by post to:

Dorset & Somerset Air Ambulance

Unit 3 Brook Road Industrial Estate

Wimborne

Dorset

BH21 2BH

Telephone Complaint: Stage 1

The Charity will ensure all complaints are recorded and documented. At the point of which a complaint is received we will take the following information:

  • Your name
  • Telephone number
  • email address
  • Postal address
  • The date, nature and a brief outline of the complaint.

The complaint receiver will explain that your complaint or concerns will be passed onto the responsible person or other suitably appointed person, for their urgent attention and that they will contact you personally to investigate the complaint or dispute.

Contact will normally be made within 24 working hours. The Charity will take time to listen to you and take a more detailed description of the complaint or dispute. We will attempt to deal with your problem or concern over the telephone where possible. If this is not possible, the responsible person or other suitably appointed person will explain to you what investigations and actions will take place relating to your concerns and that we will formally respond to you with the outcome and actions taken within 10 working days of the problem or concern being raised.

You will be asked if you are happy with what is suggested and also that you understand the procedure. If necessary, the responsible person or other suitably appointed person will assure you that your personal details will not be revealed – this is sometimes necessary if a complaint is received about a member of the canvassing or fundraising teams.

Once the responsible person or other suitably appointed person has established the facts concerning the complaint or dispute you will be contacted and informed of the results of the enquiry and what actions have been taken.

All complaints are logged on the complaints log sheet, detailing the individual’s contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.

Written Complaint: Stage 1

Written complaints should include the following information:

  • Nature of the complaint
  • Date that the incident happened
  • People you have previously contacted
  • What you would like us to do to put things right

We will issue a written acknowledgement of the complaint within 48 hours of receipt.

All details will be entered onto our internal complaints log at this point.

From the date of acknowledgement, we will aim to complete our enquiries and resolve the complaint to your satisfaction within 10 working days. During this time, we will complete our investigations and respond formally in writing to you giving details of the outcomes to our investigation.

All complaints are logged on the complaints log sheet, detailing the individual’s contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.

All Complaints Stage 2

If after Stage 1 you feel that our outcomes and resolutions have not reasonably met your expectations, we request that you put your complaint in writing to:

Caroline Guy

Dorset & Somerset Air Ambulance

Unit 3 Brook Road Industrial Estate

Wimborne

Dorset

BH21 2BH

We will acknowledge receipt within 48 hours and log all details onto the Complaints Log.

The complaint and outcomes will then be further reviewed and a formal response will be made in writing within 10 working days of acknowledgement.

All Complaints Stage 3

If after Stage 2 you still feel that our outcomes and resolutions have not reasonably met your expectations, we request that you forward your complaint in writing to:

The Chief Executive

Dorset & Somerset Air Ambulance

Unit 3 Brook Road Industrial Estate

Wimborne

Dorset

BH21 2BH

We will acknowledge receipt within 48 hours and log all details onto the Complaints Log.

The complaint and outcomes will then be further reviewed and a formal response will be made in writing within 10 working days of acknowledgement.

All Complaints Stage 4

If after Stage 3 you feel that our outcomes and resolutions have still not reasonably met your expectations, we request that you forward your complaint in writing to:

The Board of Trustees

Dorset & Somerset Air Ambulance

Unit 3 Brook Road Industrial Estate

Wimborne

Dorset

BH21 2BH

We will acknowledge receipt within 48 hours and log all details onto the Complaints Log.

The complaint and outcomes will then be further reviewed and a final formal response will be made in writing within 28 working days of acknowledgement.

All Complaints Stage 5

In the event that after stage 4 a written complaint cannot be resolved by the lottery team or representatives of Dorset & Somerset Air Ambulance; Dorset & Somerset Air Ambulance will provide free third party arbitration via IBAS. 

Independent Betting and Adjudication Service

PO Box 62639

London

EC3P 3AS

Telephone: 020 7347 5883

Fax: 202 7347 5882

Email: [email protected]

A copy of this complaints procedure is available to all customers on request. Any complaints or disputes that are not resolved by this complaints procedure are referred to the Independent Betting and Adjudication Service.

The complaints log sheets and written complaints will be kept on file for 3 years.

The Charity is a member of The Lotteries Council. This organisation makes a financial contribution on behalf of their members to the Responsible Gambling Trust a charity that carries out research into problem gambling and the treatment of problem gambling. If you are gambling more than you want to or are concerned that an individual may be a problem gambler, advice is available at gamcare.org.uk or contact the national telephone helpline free on 0808 8020 133 from 8am to midnight seven days a week.

The Charity reserves the right to make changes to these rules and will publish any changes 28 days in advance on the charity website, as required by law.

The Responsible Person: Caroline Guy                          

Registered Address:              

Dorset & Somerset Air Ambulance

Unit 3 Brook Road Industrial Estate

Wimborne

Dorset

BH21 2BH

Telephone: 01202 849530

Registered Charity No. 1078685

Gambling Commission License Number, 000-004838-N-100338-012