The Mare and Foal Sanctuary is committed to delivering the highest possible standard of service to everyone who engages with our charity, including beneficiaries, supporters, volunteers and the wider community.
We set ourselves high standards. However, we recognise that there may be occasions when we fall short. When this happens, we want to hear from you. Your feedback is important to us and helps us learn, improve and maintain the quality of our services.
Our promise to you
We aim to provide a responsive and timely service and will:
- Treat all complaints seriously and investigate them thoroughly
- Handle complaints fairly, respectfully and without prejudice
- Respond promptly and keep you informed
- Be open and honest in our communications
- Learn from complaints and take appropriate action to improve our services
How to make a complaint
If you wish to make a complaint about any aspect of our charity or the service we provide, you can contact us by post, via our website, by email, by telephone or through one of our official social media channels.
To help us resolve your complaint as quickly as possible, please provide:
- What has happened
- How it has impacted you
- What outcome you are seeking
Please include your contact details in case we need to request further information.
Complaints should be sent to:
The Complaints Coordinator
The Mare and Foal Sanctuary
Honeysuckle Farm
Haccombe-with-Combe
Newton Abbot
TQ12 4SA
Phone: 01626 355969
Email: complaints@mareandfoal.org
You may also complete our online complaint form. A downloadable version is available here if you prefer to print and return it by post.
What happens next?
We will acknowledge receipt of your complaint within two working days.
In our acknowledgement, we will confirm the expected timeframe for providing a full response. In most cases, we aim to respond within 10 working days.
If your complaint requires a more detailed investigation and we are unable to respond within the original timeframe, we will contact you to explain the reason for the delay and advise you when you can expect a full reply.
How We Handle Complaints
The manager responsible for the relevant department will carry out a thorough investigation. In some cases, we may contact you by telephone to discuss our findings and answer any questions before providing our formal response.
A Director takes an active interest in all complaints and our Executive Team regularly reviews our complaints process to ensure it remains effective and fair.
If you are not satisfied with our response, you may request that your complaint be reviewed by the Chief Executive.
We are members of the Fundraising Regulator and adhere to the Fundraising Regulator’s Code of Fundraising Practice. If you remain dissatisfied with our response to a fundraising-related complaint, you may contact:
The Fundraising Regulator (England, Wales and Northern Ireland) or
The Scottish Fundraising Standards Panel (Scotland)
Complaints relating to our Lottery or Raffle
The Mare and Foal Sanctuary is licensed and regulated in Great Britain by the Gambling Commission (Account Number: 63928).
This section applies to complaints concerning activities conducted under our Large Society Lottery Licence, including:
- Our lottery or raffle activities
- The outcome of a lottery or raffle The management of a lottery or raffle
- Lottery or raffle communications
- Concerns relating to the three licensing objectives
The licensing objectives are:
1) Preventing gambling from being a source of crime or disorder, being associated with crime or
disorder, or being used to support crime
2) Ensuring that gambling is conducted in a fair and open way
3) Protecting children and vulnerable persons from being harmed or exploited by gambling
Complaints relating to our lottery or raffle should be submitted in writing to our External Lottery Manager, Sterling Lotteries, with full details and any supporting documentation:
Sterling Lotteries
Furness Gate
Furness Business Park
Barrow-in-Furness
LA14 2PE.
Telephone: 01229 871380
Email: enquiries@sterlinglotteries.co.uk
A copy of the complaint will be shared with The Mare and Foal Sanctuary which will make the final decision in accordance with the Lottery Rules.
If you are not satisfied with our response, you may refer the matter within eight weeks of our receipt of your complaint to the Alternative Dispute Resolution (ADR) provider:
IBAS (Independent Betting Adjudication Service)
PO Box 62639
London
EC3P 3AS
Phone: 0207 347 5883
Email: ibasteam@ibas-uk.co.uk
Complaints relating to the lottery or raffle will be handled confidentially and may be shared with the Gambling Commission if required.
Complaint form
"*" indicates required fields