Diabetes UK recognises that there may be times during your involvement with us when you may wish to raise concerns about problems you have encountered. It is our policy to encourage free communication so that any difficulty can be quickly resolved.
In the first instance, please contact our Supporter Services on 0845 123 2399 to discuss your complaint.
If an informal discussion of a complaint or problem has been tried, and has failed to bring about a satisfactory solution, our formal complaints procedure should be used.
If you are not satisfied with the initial response you receive, please put your complaint in writing to the Customer Feedback Manager. Your complaint should be acknowledged in two working days and the relevant Director will begin an investigation.
Every effort will be made to complete this investigation within ten days of receipt of your complaint. The Customer Feedback Manager will then contact you with the findings, recommendations and proposed actions.
In the unlikely event of an agreement not being reached, your complaint will be forwarded to the Chief Executive of Diabetes UK for their intervention.
Only the relevant Director or the Chief Executive has the authority to agree a resolution, when the formal complaints procedure has been instigated.
Diabetes UK Players Enquiries and Complaints Procedures
Telephone Enquiries:
- Enquiries should be made to our External Lottery Manager (ELM); for enquiries relating to the Weekly Lottery call 01628 822 271 and for enquiries relating to the Prize Draws call 0800 515 376.
- A log sheet is completed at the time of the call, detailing the callers contact details, details of telephone adviser who took the call and the nature of the enquiry. The enquiry sheet will be updated to show the outcome of the enquiry once it has been resolved.
- The enquiry log sheets will be kept on file for three years by our ELM.
- If the enquiry is deemed to be a complaint, it will be referred to Diabetes UK the same day and dealt with according to our internal complaints procedures.
Telephone Complaints:
- Complaints are dealt with over the telephone by the advisers in Supporter Services team of Diabetes UK. They can be reached on 0845 123 2399 between 9am to 5pm.
(Depending on your phone package, calls to 0845 numbers may be free. Please check with your phone provider. Alternatively, call 020 7424 1000 and ask Reception to transfer your call to Supporter Services.)
- A complaint sheet is completed at the time of the call, detailing the callers contact details, details of telephone adviser who took the call and the nature of the complaint. This information is also held on the Diabetes UK database, under the complainant’s record. The complaint sheet and the database will be updated to show the outcome of the complaint once it has been resolved. For more information please see our internal complaints procedures.
- Details of the complaint will be provided to, and held, for 3 years by our ELM and permanently on the Diabetes UK database.
Written Enquiries:
- Should be sent to our ELM at Macleod House,
10 Parkway, London NW1 7AA.
- All enquiries are logged, including the individual’s contact details, details of the administrator, the nature of the enquiry and the outcome.
- The enquiry log sheets will be kept on file at our ELM for three years.
- If the enquiry is deemed to be a complaint, it will be faxed to Diabetes UK the same day and dealt with according to our internal complaints procedures.
Written Complaints:
- Written complaints received by Diabetes UK will be acknowledged within 48 hours of receipt of the complaint.
- All complaints will be logged on the complaints sheet, and the Diabetes UK database, detailing the individuals contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.
- The complaints log sheets and written complaints will be provided to, and held on file at our ELM for three years.
- Any written complaints received by our ELM, are to be faxed to Diabetes UK, on receipt, to be resolved using Diabetes UK’s internal complaints procedures.