Lottery Complaints and Disputes Procedure

The Lottery is promoted by Portsmouth Hospitals Charity – UK Registered Charity Number: 1047986. The Portsmouth Hospitals Charity is licensed by a small society lottery which is regulated by our local authority at Portsmouth City Council (26/02785/GALOTT). Responsible persons: Katherine Sandys, Head of Charity

Portsmouth Hospitals Charity lottery is operated by The Fundraising Foundry Ltd, an External Lottery Manager (ELM) licensed by the Gambling Commission, account number 57455.

The Fundraising Foundry is a company registered in England and Wales with company number 12391987 and whose registered address is 157 Bedford Road, Letchworth Garden City, UK, SG6 4DY.

Email pho-tr.fundraising@nhs.net or call 02392 283392.

Registered office: Queen Alexandra Hospital, Southwick Hill Road, Cosham, Hampshire, PO6 3LY

Portsmouth Hospitals Charity will handle all complaints in accordance with this procedure:

Step 1

In the event that you contact us with a problem or complaint, we will ask for your name, telephone number, email address and address, along with a brief outline of the nature of the complaint. We will then explain that your complaint or concerns will be passed onto the responsible person or other suitably appointed person, for their urgent attention and that they will contact you personally to investigate the problem or complaint.

Step 2

We will aim to contact you within two working days. We will take time to listen to you and take a more detailed description of the complaint or dispute in writing. The responsible person or other suitably appointed person will next outline investigations and actions will take place in response to your concerns. If the complaint concerns a canvasser contracted by the fundraising agency recruiting to the lottery, the following additional steps will take place:

1. The charity reports the incident to the fundraising agency as soon as they become aware.
2. The charity will provide the fundraising agency with a written statement of the complaint.
3. A telephone interview will be conducted with the fundraiser against whom the complaint has been made. This will be undertaken by a senior member of management. At this time, the senior manager will make the decision whether or not to suspend the fundraiser. If the fundraiser is suspended, we move to 4. All minor complaints are resolved verbally within 4 hours followed by an email response giving complainant statement, fundraiser statement and any other statements that were part of the investigation. It also incorporates a conclusion and action plan. This is supplied within 24 hours.
4. A written statement from the fundraiser will follow, where applicable, to the fundraising agency, clarifying their side of the incident. This needs to be completed within 24 hours.
5. The fundraising agency will complete their investigation. Sometimes the complainant may need to be contacted via the charity again as part of this investigation, ie if the issue is serious or if clarification is needed. We will respond in full to your complaint within 8 weeks of receiving it.

Step 3

You will be asked if you are happy with what is suggested and also if you understand the procedure and what will happen next. This dialogue will be documented. We will not reveal your personal details to anyone involved in the nature of the complaint.

Step 4

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

Step 5

All complaints and disputes are logged and filed electronically, both in the charity complaints log and with the accompanying documentation. They will be kept on file for 3 years.

If you would like further information, or have any concerns, about the information we may hold about you in this regard, please access our Privacy Policy.

If you are not happy with the initial response you receive you can contact Kate Sandys – Head of Charity who will review your concerns and the initial outcome before responding to you fully.

Following this, if you remain dissatisfied you can get in touch with either the Fundraising Regulator, if your complaint is about fundraising, or the Charity Commission, for other areas of our work.

Fundraising Regulator
2nd Floor CAN Mezzanine Building 49-51 East Road London N1 6AH
www.fundraisingregulator.org.uk
Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk

The Charity Commission
PO Box 1227 Liverpool L69 3UG
Tel: 0845 3000 218
https://www.gov.uk/government/organisations/charity-commission

Portsmouth Hospitals Charity is also required to report any complaints received to the Charity Commission on an annual basis.