Raffles complaints procedure

The beautiful white and gold room at Petworth House © NTPL/Andreas von Einsiedel

The beautiful white and gold room at Petworth House

If your complaint cannot be resolved simply, face to face or by telephone, you should make your complaint in writing in the first instance to:

The Raffle Co-ordinator
The National Trust
Heelis
Kemble Drive
Swindon
Wiltshire
SN2 2NA

Your complaint will be acknowledged within 14 days.

The Raffle Co-ordinator will then make an investigation, and the outcome will be advised to you within 30 days of receipt of the complaint. If you aren’t happy with the outcome of the investigation, you can refer the complaint to the Fundraising Standards Board within two months of the Trust’s response.

How the process works

  1. The National Trust will try to resolve your complaint: The complaint is received by the National Trust and they try to resolve it. This can include the complaint being escalated to different members of staff within the charity if necessary, as per the internal complaints procedure. If the Fundraising Standards Board receives a complaint at this stage, (ie.before the complaint has been through the charity's internal complaints procedure), the FRSB will refer the complaint back to the charity.
  2. The Fundraising Standards Board tries to resolve the complaint: The complaint has been through the charity's internal complaints procedure and the complainant still isn’t happy and requires a further response. The complainant has contacted the FRSB within a two month time period after receiving the response from the charity. Once they have received the complaint, they will contact the National Trust to let them know and to get background information about the complaint. The FRSB will investigate the complaint and try to resolve it with all parties concerned within 30 days. If then the complainant still isn’t happy, they can ask the FRSB Board to adjudicate.
  3. The FRSB Board upholds or rejects a complaint: The complaint is referred to the FRSB Board for adjudication. They will review the complaint and report their conclusion within 60 days. The Board has the discretion to specify that either no further action is appropriate or to censure the charity and prescribe one or more sanctions.