Complaints
How to raise a concern about SAFE or the SAFE Lottery, and what we will do.
Last updated: 29 October 2026
1. Our approach
We want to get things right, and we value feedback. If you are unhappy with any part of SAFE's work, including the SAFE Lottery, a donation, or the way we have treated you, please tell us. Complaints are handled fairly, confidentially and without affecting your right to play or to receive support.
2. How to complain
- Email [email protected], or [email protected] for the lottery
- Use our contact form and choose "Complaint"
- Write to: Complaints, SAFE, Gayfield, Edinburgh EH1 3NW
Please tell us your name, how to contact you, what happened and when, and what you would like us to do. For the lottery, include your lottery number. Lottery complaints should be made within 28 days of the event.
3. What happens next
Acknowledgement
We acknowledge your complaint within 5 working days.
Investigation and response
A volunteer or trustee looks into it and gives you a full written response within 14 working days. If we need longer, we will tell you why.
Review by a trustee
If you are not satisfied, ask for a review. A trustee who has not been involved will review your complaint and respond within a further 14 working days. This is our final response.
4. If you are still not satisfied
- Lottery registration and compliance: contact the Licensing Service, City of Edinburgh Council, which registers the SAFE Lottery under the Gambling Act 2005.
- Charity governance: the Office of the Scottish Charity Regulator can look into concerns about how a charity is run.
- Fundraising practice: the Scottish Fundraising Adjudication Panel handles complaints about fundraising by Scottish charities.
- Personal data: the Information Commissioner's Office.