Registered Office: 020 8481 7676       Solihull: 0121 711 6330       Surbiton: 020 8339 5100

Complaints Policy

As a member of the Fundraising Regulator we are committed to upholding the Institute of Fundraising’s Codes of Fundraising Practice, which is further supported by the Fundraising Promise which sets out the key values applicable to all fundraising activity.

If you are unhappy with any of our fundraising activity, or feel we have breached the Fundraising Promise in any way and you wish to make a complaint, we would ask that you put your concerns, giving full details, in writing to Gordon Craig, Director of Fundraising & Marketing, The Royal Star & Garter Homes, 15 Castle Mews, Hampton, Middlesex, TW12 2NP or email:

We undertake to acknowledge or respond to your complaint within 14 days of receipt.

We are committed to carrying out a full investigation of your complaint if needed (provided the complaint is made within three months of the incident being complained about) and will advise you of the outcome of the investigation within 30 days of acknowledgement of receipt of the complaint.

If, following the investigation, you are dissatisfied with the outcome you may refer non Prize Draw Matters to the Fundraising regulator, provided you do so within 2 months of receipt of our response.

Fundraising Regulator contact details:

Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH

T: 0300 999 3407

For matters concerning our Prize Draw if, following investigation, you are dissatisfied with the outcome you may refer the matter to the Independent Betting Adjudication Service (IBAS)

Independent Betting Adjudication Service (IBAS) contact details:

Independent Betting Adjudication Service (IBAS), PO Box 62639, London, EC3P 3AS

T: 020 7347 5883