Fundraising Feedback and Complaints Procedure
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.