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Complaints procedure

Coeliac UK recognises that, from time to time, a member of the public may have concerns about an issue regarding one of our Draws/Raffles in which they are buying or selling tickets. It is our policy to encourage free communication so that any difficulty may be resolved quickly.

Below is a step by step guide on the complaints procedure:

Step 1

If you have a complaint or query, in the first instance please write to or telephone our External Lottery Manager, who runs the Draws/raffles on our behalf. This is Charity Funding and Promotion (CFP) of 23 Grove Park, White Waltham, Maidenhead, Berks SL6 3LW.  Tel: 01628 828283.

At the time of the call, CFP will complete a complaint log sheet, which will detail your contact details, the name of the CFP advisor who received the complaint, the nature of the complaint and how the complaint was resolved. Your written complaint or query will similarly be recorded and be responded to within 48 hours of receipt.

The complaint log sheets will be kept on file for 3 years by our External Lottery Manager (CFP). All general queries will be logged by the External Lottery Manager (CFP) and held for future reference.

Step 2

If CFP is unable to resolve your complaint/query; they will log it and notify Coeliac UK.  A member of the Fundraising team will contact you for an informal discussion in order to resolve the issue as quickly as possible. Alternatively, if you are not satisfied with the initial response you receive from CFP, you can telephone Coeliac UK's Fundraising Team: 01494 769132.

Step 3

It is only in situations where an informal discussion of a complaint or problem has failed to bring about a satisfactory solution, that a more formal complaint procedure should be used.  In this case, the query or complaint should be conveyed in writing to Sarah Sleet, our Chief Executive at: Coeliac UK, 3rd Floor Apollo Centre, Desborough Road, High Wycombe, Bucks, HP11 2QW.

Our Chief Executive will acknowledge the complaint in writing within 48 hours of receipt and begin an investigation. Every effort will be made to complete this investigation within seven days of receipt. Our Chief Executive will then contact the person with the findings, recommendations and/or proposed actions.

In the unlikely event of no agreement being reached between our Chief Executive and the person, the query or complaint will be forwarded to our voluntary Board of Governors for their consideration. Only the Chief Executive or the Board of Governors has the authority to agree a resolution, once the formal complaints procedure has been instigated.

Step 4

Should no resolution be reached between our Chief Executive and yourself, the complaint will be forwarded to our Board of Governors, who will make every attempt to acknowledge the issue within 48 hours and agree a resolution within 3 weeks (the Board of Governors are a voluntary body and thus reasonable time must be given to get them together).

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