1. What to do if you have a Fundraising Complaint

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

Please see below for process flow chart: 

a. In the first instance

Complaints should be made in writing and sent to:

The Charity Manager

Dorset and Somerset Air Ambulance

Landacre House, Castle Road

Chelston Business Park

Wellington, Somerset

TA21 9JQ

Email: [email protected]

Telephone: 01823 669604

Online by completing the contact form below:

Fundraising and Lottery Complaint Pro Forma

b. 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.

The Fundraising and Lottery Complaint Pro Forma should be completed for complaints received by telephone and in cases where additional details to those provided in writing (post or email).

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. All complaints will be logged to enable us to review and amend processes if required.

c. What if the complaint is not resolved?

In the unlikely event of a complaint not being dealt with to the complainants satisfaction, they can contact The Fundraising Regulator by post or phone to:

The Fundraising Regulator

2nd Floor, CAN Mezzanine Building

49- 51 East Road

London

N1 6AH

Telephone: 0300 999 3407

2. What to do if you have a Lottery Complaint

DSAA is registered with the Gambling Commission, Licence Number, 000-004838-N-100338-013

See below for process flow chart:

Supporters can refer their complaint to the Independent Betting and Adjudication Service at any point.

In the event that a supporter encounters a problem or has a concern to raise in respect of the lottery and/or a member of the lottery canvassing team please contact the Lottery Office on 01202 849530, by email to [email protected] or by post to:

Dorset & Somerset Air Ambulance

Unit 3, Brook Road Industrial Estate

Wimborne, BH21 2BH

 

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

Name

Telephone number, email or postal address

The date the incident happened

Nature and a brief outline of the complaint

 

Once resolved, all complaints are logged onto the Complaints Log, detailing the individual’s name and contact details, details of the administrator that has dealt with the complaint, the date and nature of the complaint and what steps were taken to resolve the complaint.

Please be assured that personal details will not be disclosed to any individuals involved in your complaint.

The Responsible Person: Caroline Guy, Lottery Manager

a. Stage One: Telephone/Online Complaint

The complaint receiver will explain that your complaint or concerns will be passed to the responsible person, or other suitably appointed person, for their urgent attention.

A fundraising and lottery complaint pro forma will be completed: 

Fundraising and Lottery Complaint Pro Forma

Telephone contact will be made to you, by the responsible or suitably appointed person, within one working day. The Charity will take time to listen to you and take a more detailed description of the complaint. We will attempt to deal with your concerns over the telephone wherever possible. If this is not possible, we will aim to complete our investigations and resolve the complaint to your satisfaction within 10 working days.

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

Online complaints will be received by the responsible person, or other suitably appointed person and dealt with in accordance to these procedures.

b. Stage One: Written/Email Complaint

The responsible person or other suitably appointed person will issue a written acknowledgement within two working days of receipt. From the date of acknowledgement, we will aim to complete our investigations and resolve the complaint to your satisfaction within 10 working days.

Once the responsible person or other suitably appointed person has established the facts concerning the complaint, they will formally respond to you in writing with the results of the enquiry and what actions have been taken.

c. Stage Two: All Complaints

If after Stage One you feel that our outcome and resolutions have not reasonably met your expectations, we request that you put your concerns in writing to:

The Lottery Manager

Dorset & Somerset Air Ambulance

Unit 3 Brook Road Industrial Estate

Wimborne, BH21 2BH

 

The Lottery Manager will acknowledge receipt within two working days.

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

d. Stage Three: All Complaints

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

The Chief Executive

Dorset & Somerset Air Ambulance

Landacre House

Castle Road

Chelston Business Park

Wellington, Somerset

TA21 9JQ

 

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

e. Stage Four: All Complaints

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

The Chair of Trustees

Dorset & Somerset Air Ambulance

Landacre House

Castle Road

Chelston Business Park

Wellington

Somerset

TA21 9JQ

 

We will acknowledge receipt within two working days.  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.

f. Stage 5: All Complaints

If after Stage 4 a complaint cannot be resolved by the lottery team or representatives of Dorset & Somerset Air Ambulance, The Charity will provide free third-party arbitration via IBAS. 

Independent Betting and Adjudication Service

PO Box 62639

London

EC3P 3AS

Telephone: 020 7347 5883

Email: [email protected]

A copy of our Complaints Policy and procedure is available to all supporters on request.

The complaints log and written complaints will be kept for three 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 www.begambleaware.org

The National Gambling Helpline is available free on 0808 8020 133 from 8am to midnight seven days a week. 

A copy of The Fundraising and Lottery Complain Pro Forma will be stored on the LFS Shared file site at the appropriate point in the process and where applicable updated copies will be added with relevant progress reports.