Raffles complaints procedure

Rhossili Bay on the Gower Peninsula, South Wales | © National Trust Images/Chris Lacey

If you are unhappy with a raffle and feel you have grounds to complain, find out who to contact and how your complaint will be dealt with.

Complaints and disputes procedure

The National Trust works within strict codes of conduct and any complaints we receive about the Raffle are taken very seriously.

The procedure for raising a complaint is detailed below:

Step 1

You can contact the National Trust Fundraising Manager (Individual Giving) as below:

Email: NTraffles@nationaltrust.org.uk
By post: Supporter Services Team, National Trust, Heelis, Kemble Drive, Swindon, SN2 2NA
Telephone: 0344 800 1895.

Please provide full details of the complaint and any supporting documentation.

Your complaint will be acknowledged within three working days. All complaints are logged, and the outcome of any complaint is also recorded for future reference.

The Fundraising Manager will then make an investigation, and an update or the outcome will be advised to you within 30 days of receipt of the complaint.

In the unlikely event that a complainant does not receive a response within 30 days or is not satisfied with the response received or how it has been handled, the procedure in Step 2 will be followed.

Step 2

If for any reason you are not satisfied with how the National Trust has resolved your complaint, you may decide that the matter be referred for adjudication by the Independent Betting Adjudication Service (IBAS).

IBAS acts as an impartial adjudicator on disputes that arise between betting/gambling operators and their customers after they have been through the operator's own internal dispute procedures and if a deadlock exists.

As well as offering effective dispute resolution procedures, IBAS also check that operators have complied with the standards set by the Gambling Commission and with the IBAS terms and conditions of registration.

IBAS can be contacted as below:

You can also refer a complaint to the Fundraising Regulator. The Fundraising Regulator is the independent regulator of charitable fundraising and can adjudicate complaints from the public about fundraising practice, where these cannot be resolved by the charities themselves.

The Fundraising Regulator can be contacted as below:

Telephone: 0300 999 3407
Website: www.fundraisingregulator.org.uk
Online complaints form

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