Fundraising Complaints Policy

LottoSocial Hope · Last updated: 20th Jan 2024

LottoSocial Hope (“we”, “our”, “us”) is committed to raising funds for good causes in a way that is legal, open, honest and respectful. We follow the standards set out in the Code of Fundraising Practice and aim to provide a high-quality experience to everyone we engage with through our fundraising, lotteries, prize draws and campaigns.

We recognise that sometimes we may not get things right. When this happens, we want to hear from you so that we can rectify the matter and learn from what went wrong.

A fundraising complaint is any expression of dissatisfaction about our fundraising activities or the conduct of anyone fundraising on our behalf.

How to make a fundraising complaint

If you have a concern or complaint, please get in touch with us as soon as possible and ideally within three months of the incident.

Please include:

• Your name and contact details
• Details of what happened, including dates and references
• Where it occurred (online, by phone, at an event)
• Names/descriptions of individuals involved (if known)
• Your preferred resolution, if applicable

If you need support to make a complaint or would like someone to act on your behalf, please let us know.

How we will handle your complaint

We will treat your complaint seriously, fairly and with respect. Information will be handled in line with data protection requirements.

Stage 1 – Initial review

• Acknowledgement within five working days
• Full response within 20 working days
• Notification if additional time is required

Our response will outline:

• Our understanding of your complaint
• The steps taken to investigate it
• Findings and decisions
• Any actions we will take

Stage 2 – Senior manager review

If you are dissatisfied with Stage 1, you may request a review within 20 working days.

A senior manager not involved in the original matter will review the complaint and our handling of it. A final written response will be issued within 20 working days.

This is our final stage of internal review.

If you remain dissatisfied – Fundraising Regulator

You may contact the Fundraising Regulator if:

• you are not satisfied with our final response; or
• you do not hear from us within 28 days.

You should normally contact them within two months of our final response.

Confidentiality and data protection

We handle personal information in accordance with applicable data protection legislation and our Privacy Policy. Records of complaints are retained only as long as necessary for legal, regulatory and monitoring purposes.

Learning from complaints and feedback

We regularly review complaints and feedback to identify trends, improve our processes and strengthen our training and oversight.