Complaints Procedure

We understand that there are some people who feel they have some form of complaint about the service received.

At. St. David’s Foundation Hospice Care we wish to provide the best possible service and we will always endeavour to resolve any complaints. We will therefore read or listen to what is said and respond. We will also aim to learn any lessons from a complaint that may mean we need to change our procedures.

To inform us that you have a complaint you can contact us by: - Email, Telephone, Fax or in writing to the Head Office address.

We will then pass your complaint to the person concerned and request them to respond to you within 5 working days. In most cases the complaint will be able to be resolved by the person within that time.

Where the case cannot be resolved within 10 working days, the CEO of St. David’s Foundation Hospice Care will investigate the complaint and you will hear from her/him within a further 20 working days.

If St. David’s Foundation is unable to meet any deadlines you will be kept fully informed.

If your are still dissatisfied with the outcome then the complaint will be referred to the next board meeting of the Directors/Trustees and you will be informed of the date of that meeting. Minutes will be made and you will receive full details of the discussions that are only relevant to your complaint.

In the event a complaint or dispute cannot be resolved then it will be referred to arbitration. As a member of the Hospice Lotteries Association this will be The Independent Betting Adjudication Service Ltd (IBAS).


St David’s Foundation Hospice Care is licensed and regulated in Great Britain by the Gambling Commission under account number 4874 Website:

In 2019, £368,000 was raised from ticket sales in our weekly lotteries and seasonal Bumper Draws, with 31.0% being spent on Prizes, 26.1% spent on Expenses and a fantastic 42.9% used to provide bespoke, individual care for all our patients and their families. This translated to a fantastic £158,000!

Our weekly lottery and seasonal Bumper Draws are a vital source of income and we thank you for supporting our fundraising effort by joining. St David’s Hospice Care is committed to providing bespoke, individual ‘free’ care for all our patients and their families. We work alongside patients and hope to support them at the most difficult times of their lives. We aim to ensure that patients have choice about the care they receive whilst maintaining dignity throughout their journey is paramount to us.

We supply a whole host of ‘free’ services to ensure the best possible care is available but that does come at a financial cost of over £8 million pounds per annum. Our website explains more at The St David’s Hospice Care Lottery is promoted by: St David’s Hospice Care, Blacket Avenue, Newport, NP20 6NH (Registered Charity No. 1010576). Responsible person: Kris Broome.

£1 per entry. All Proceeds go to St David’s Foundation Hospice Care. Must be 16 or over to play. Underage gambling is an offence. Full terms and conditions can be found by clicking here.

In 2019, the likelihood of winning a prize was, on average, 1 in 265 in our regular weekly lotteries and 1 in 1,044 in our seasonal Bumper Draws.

This web page is hosted by StarVale Management & Technologies Limited which is licensed and regulated in Great Britain by the Gambling Commission under account number 3273.

If you feel you have a problem with gambling, visit  or call the National Gambling Helpline on 0808 8020 133

Gamble Aware