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Win LEGO Prizes whilst Supporting the UK's Leading Specialist Heart and Lung Hospital

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Complaints

Should you encounter any problems with our fundraising activities, please see our complaints procedure below

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Our complaints procedure applies to all fundraising activities conducted by Berex Ltd t/a Brick Prize Draws, and any third-party fundraisers acting on our behalf.

1.  How to Make a Complaint

You may lodge a complaint about any aspect of our fundraising activities by:

2.  Complaint Records

We keep a written record of every complaint received, including:

  • Date the complaint was received
  • Details of the complaint
  • Any investigation undertaken
  • Copies of all correspondence

3.  Investigation & Response

We will acknowledge your complaint within 5 working days of receipt and investigate promptly. You will receive our written outcome within 28 days of that acknowledgement. We will offer remedies where appropriate, such as a formal apology or corrective action.

4.  Right to Refer to the Fundraising Regulator

If you remain dissatisfied with our response, you may refer your complaint to the Fundraising Regulator. Please do so within two months of our final response:

Fundraising Regulator
50 Featherstone Street
London
EC1Y 8RT
www.fundraisingregulator.org.uk

5.  Retention & Inspection of Records

We retain all complaint records for at least 24 months from the date received and our records are available for inspection by the Fundraising Regulator on request.

6.  Our Commitments

We are committed to cooperate fully with the Fundraising Regulator if your complaint is referred to them, provide them with copies of any relevant fundraising materials on request, and comply with any remedy they propose.

The odds of winning a prize in one of our prize draws varies depending on which prize draw you have entered, more information can be found on the specific prize draw page. The funds raised from participants help to support the vital work of Royal Papworth Hospital, their patients and staff. Starting in June 2025, 50% of the net profit from all of our prize draws, previously 20% of the gross revenue, goes directly towards improving the services, facilities and environment of Royal Papworth Hospital, with the remaining 50% going towards promoting and operating the platform. Thank you for your support, together we can change the way heart and lung disease is treated forever.

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