Battersea raffle complaints procedure
We realise that sometimes we might get it wrong and we truly value all feedback about our work. We believe that complaints are an opportunity to learn and improve and it is important that you tell us so we can deal with any situation as quickly as possible.
If you do have a complaint about our raffle, please do not hesitate to contact us by:
- Telephone: 0207 627 7883 (Monday to Friday, between 9am and 5pm)
- Email: firstname.lastname@example.org
- Post: Supporter Services, Battersea Dogs & Cats Home, 4 Battersea Park Road, London, SW8 4AA.
Please remember to include your name and address. Please also include a contact telephone number so that we can call you if we need any more information to answer your question.
If your complaint is about our draw and we are unable to resolve your complaint to your satisfaction, you can refer it to the Independent Betting Adjudication Service (IBAS), which acts as an impartial adjudicator on disputes that arise between gambling operators and their customers, in accordance with the agreed protocol arranged on behalf of members by the Lotteries Council. The outcome of IBAS intervention will be reported to the Gambling Commission.
If your complaint is about our fundraising methods and we are unable to resolve it to your satisfaction, you can refer it to the Fundraising Regulator, the independent regulator of charitable fundraising.
Please note that the Fundraising Regulator can only consider complaints received within three months of the original incident you wish to complain about, or within two months of our final response to you.