Making a complaint

Royal Voluntary Service aims to maintain high standards in all of its work, but we recognise that we can sometimes get things wrong despite our best intentions.

Without your feedback on these occasions we would not be able to improve the service we offer to you in the future, and therefore we value and take seriously any feedback you provide.

The information below outlines our complaints procedure.

First stage

You may make a complaint to us in person, by telephone, or in writing, by either post or email.

Call us on 0845 608 0122 and select the option to speak to General Support or contact us online

If you would prefer to write, please send your complaint to:

Royal Voluntary Service
Beck Court
Cardiff Gate Business Park
Cardiff
CF23 8RP

The complaint should be made as quickly as possible after the event. This is particularly important if the complaint is connected with a charitable collection or similar form of face-to-face fundraising.

In order for us to resolve the complaint quickly it would really help us if you could provide the following information:

• the reason for your complaint
• where and when it happened
• the name(s) of anyone involved (if known)
• what outcome you are hoping for
• your contact details (name, address, daytime telephone number and/or email).

We will endeavour to resolve your concern as promptly and as amicably as possible.

We will acknowledge your query within 14 days, investigate your concern within 30 days and advise you promptly of the outcome.

Fundraising complaints

If you for any reason you are not happy with the resolution of your complaint about a fundraising issue there are further stages to resolving your complaint.

People's Postcode Lottery complaints

Royal Voluntary Service operates its own society lottery licensed and regulated by the Gambling Commission. The lottery is promoted and managed by People's Postcode Lottery. Any complaints relating to our lottery, managed by and marketed as People's Postcode Lottery, will be dealt with directly by People’s Postcode Lottery. Please contact info@postcodelottery.co.uk or call 0808 10 9 8 7 6 5. Find out how funds raised by players of People’s Postcode Lottery benefit our work.