Complaints Procedure

Royal British Legion

Fundraising Feedback and Complaints Procedure 

How to provide feedback about our fundraising 

We take feedback about our fundraising activities and representatives very seriously. If you do not feel that we have met the standards you expect, we want to know. Equally, if we have surpassed your expectations please do share this with us too.
To make a complaint or provide feedback, please contact our Supporter Care Team:

By email: supportercare@britishlegion.org.uk  
By post: Feedback and Complaints Supporter Care Team The Royal British Legion 199 Borough High Street London, SE1 1AA.
By telephone: 0333 011 4500

We log all feedback to ensure we are continuously improving the way we work.

If you are contacting us to make a complaint about our fundraising, you can find our fundraising complaints procedure below:

Complaints - Stage 1
When a complaint is received, all details are formally recorded and retained in line with our data protection, privacy and communications policy available here.

Your complaint will be acknowledged within five working days, letting you know who will be dealing with it. We may need to ask for more information to help our investigation and will keep you informed of timelines.

We will aim to fully investigate your complaint and provide a full response within 15 days. If we are unable to meet this deadline, we will let you know when you can expect our response.

Complaints - Stage 2
If you are not satisfied with the outcome of Stage 1, you have seven working days in which to appeal.

You will receive an acknowledgement of your appeal within five working days.

Stage 2 will be carried out by a senior member of staff. They will contact you so that you can explain your experience further.

Once our investigation is completed, you will be contacted with the findings, recommendations and proposed actions.

Complaints - Stage 3

If we cannot resolve your complaint to your satisfaction at Stage 2, we will refer you to the:

- Fundraising Regulator for complaints relating to our fundraising activities. We accept the Fundraising Regulator’s authority to make a final adjudication.
- Independent Betting Adjudication Service (IBAS) for complaints relating to our lottery or raffle. Either The Legion’s Qualifying Person or IBAS will then make the outcome known to the Gambling Commission.