1. Policy Statement

1.1. We aim to react, respond and remedy complaints as quickly as possible.

1.2. Dorset and Somerset Air Ambulance (DSAA) is always committed to delivering the highest standard of service, to everyone who engages with our work and we welcome comments, feedback and suggestions which we will use to improve our fundraising and communications with supporters and the general public.

2. Complaints

2.1. We will endeavour to;

      2.1.1. Treat fundraising complaints seriously and deal with them properly;

      2.1.2. Resolve fundraising complaints promptly and informally whenever possible;

      2.1.3. Learn from fundraising complaints and take action to improve our supporters’ experience; and

      2.1.4. Ensure that fundraising complaints are treated in confidence

2.2. We define a fundraising complaint as an expression of dissatisfaction with the quality and the standards of fundraising specifically provided by DSAA.

2.3. 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.

2.4. We will respond promptly, amicably, efficiently and fairly to all complaints made to us. 

2.5. Lottery complaints include those made about members of the lottery canvassing team.

2.6. Complaints will be dealt with following the Complaints Procedure

3. Legal Framework and Guidance

3.1. Fundraising Regulator

3.2. Independent Betting and Adjudication Service

3.3. The Gambling Commission

3.4. Data Protection Act 2018

3.5. The Fundraising Regulator’s Codes of Fundraising Practice; 

     3.5.1. https://www.fundraisingregulator.org.uk/code/raffles-lotteries

     3.5.2. https://www.fundraisingregulator.org.uk/code/personal-information

4. Date for Policy Review

4.1. September 2019