Please submit any feedback using the following form. Below the form you can find general information and policy relating to various RBL activities.
1. Financial Guidance
We’re here to help you access the support you need – from compensation and debt advice to grants and loan applications.
Your feedback can help us improve our services and ensure we continue to provide the best support for the Armed Forces community and their families.
Share your feedback
You can contact us by emailing [email protected] or writing to:
- Operations Complaints, The Royal British Legion, 199 Borough High Street, London SE1 1AA
It would be helpful if you can let us know the following:
- What you were expecting
- When you got in touch
- Who you spoke to
- How you think we could improve
- Your full name, address and telephone number
What happens next?
We welcome feedback and will always strive to improve our services where possible. If you’re unsatisfied with the support the Legion has provided, we’ll do what we can to provide additional advice and guidance.
In some circumstances we may need more time to investigate but we will send an update within four working days. We will also let you know when we expect to be in touch with more information. We aim to send a final response within eight weeks but, on the rare occasion this is not possible, we will always write to explain why as well as let you know next steps.
Financial Ombudsman
If it takes more than eight weeks to receive our response, or you’re unsatisfied with our response, you can contact the Financial Ombudsman Service at:
- Financial Ombudsman Service, Exchange Tower, London E14 9SR
- You can also reach them by phone on 0800 023 4567 or 0300 123 9123 or by emailing [email protected]
Please keep in mind that you will need to contact the Financial Ombudsman Service within six months of receiving our final response.
3. Care Homes
Our homes, including five with specialist dementia care, are designed to be a home from home for our residents and visitors.
Complaints and Duty of Candour
We are committed to providing safe and high-quality services. If you are not satisfied with a service you have received, it is important that you let us know.
The care homes staff team will talk with you openly throughout your care. The duty of candour is a formal requirement to be open and honest with a resident if they have suffered harm.
Download the following documents that provide brief information on how to make a complaint and, explain the duty of candour process and what you should expect from the Royal British Legion:
It is our policy to be honest and open with you. If things go wrong with your care or the way we treat you, we will give you (and other relevant people) support, honest information and a written apology.
Useful contacts
Here are some more resources which you may find useful:
- Dunkirk Memorial House: [email protected]
- Galanos House: [email protected]
- Halsey House: [email protected]
- Lister House: [email protected]
- Mais House: [email protected]
- Maurice House: [email protected]
- Carers UK: 020 7490 8818 www.carersuk.org
- Care Quality Commission: 03000 616161 www.cqc.org.uk
- Carehome.co.uk: search for a care home via www.carehome.co.uk
- EAC Housing Care: 020 7820 1343 www.housingcare.org
4. Membership
I am not happy with my membership. How do I make a complaint?
In the first instance, please contact the Membership Service team: [email protected]. We will investigate your complaint and will aim to get back to you within two working days.
How do I complain about a member or a branch? Please email [email protected] and they provide you with the process to make a formal complaint.
How do I request information on someone who is a member of the Legion?
Please email our membership team at [email protected] or call 0800 307 7773 and they will be able to assist. Due to GDPR we cannot share individual member details without a formal request from a legal entity, such as the police.
Contact Information
The Membership FAQs above have not resolved my membership query If you need to get in touch with our membership team, please contact us using the details below:
Email: [email protected]
Telephone UK (free from UK landlines and main mobile networks): 0800 307 7773
Telephone overseas (full rate): +44 (0)207 191 1091
Telephone Republic of Ireland (free): 1800 911 936
Monday to Sunday 8am – 8pm, excluding Christmas Day and Boxing Day.
5. Fundraising
The Fundraising Regulator
We would like you to refer your complaint to our Director of Fundraising first (as described in Section 4 above) but you may approach the Fundraising Regulator sooner if you prefer. We are committed to abiding by the Fundraising Regulator’s final decision.
Part of the Regulator’s role is to investigate complaints from members of the public about fundraising practice where these cannot be resolved by us.
Following a referral to the Fundraising Regulator we will respond to their requests promptly and we will do what we can to ensure a fair outcome. At this point in the process we will usually engage directly with the Fundraising Regulator.
We’ll give you their details when we send our Response Letter but, for reference, you can get in touch with them in the following ways:
Online: Fundraising Regulator website
Telephone: 0300 999 3407
Post: The Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH.