Fundraising Feedback and Complaints Procedure

Acknowledgement

When a complaint is received, all details are formally recorded and retained in line with our privacy policy. If a complaint is not able to be resolved informally it will be acknowledged in writing within two business days.

Stage 1 - Response

We will aim to fully investigate your complaint and provide a full written response within 14 days of receipt of the complaint. If we need more time, we will send a written update as soon as we know more time is required, no later than 14 days of receipt of the complaint. In this event, you can expect to receive a response no later than 28 days from receipt of the complaint.

Stage 2 – Appeal

If you are not satisfied with the outcome of Stage 1, you have seven working days in which to appeal. Stage 2 will be carried out by a senior member of staff and they may contact you so that you can explain your experience further. Timescales for Stage 2 will be as per those for Stage 1. Once our investigation is complete, you will be contacted with the findings, recommendations and proposed actions.

Stage 3 - Adjudication

If we cannot resolve your complaint to your satisfaction at Stage 2, we will refer you to the:

• Fundraising Regulator for complaints relating to our fundraising activities. We accept the Fundraising Regulator’s authority to make a final adjudication.

• Independent Betting Adjudication Service (IBAS) for complaints relating to our lottery or raffle. Either The Legion’s Qualifying Person or IBAS will then make the outcome known to the Gambling Commission.