Raise a Smile Lottery for CHSW

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Lottery Complaints Policy

Definition of a Complaint

The Children's Hospice South West defines a complaint as where there is a specific statement of intent (verbally or written) on the part of the service user/supporter/stakeholder that they wish their concerns to be dealt with as a complaint.

The Gambling Commission conditions and Codes of Practice applicable to non-remote Society Lotteries in respect of Complaints and Disputes states that:

In this code a ‘complaint’ means a complaint about any aspect of the licensee’s conduct of the licensed activities.

Stage 1:  Procedure for making a complaint in respect of the CHSW Lottery

1.  If, for any reason, you wish to make a complaint with regards to any aspect of the CHSW Lottery then please follow the following procedure:

a)  Please send written details of your complaint to:

Director of Fundraising Operations & HR
Little Bridge House
Redlands Road
Fremington
Barnstaple
North Devon
EX31 2PZ

b) or telephone our Lottery team on 084456 888 911 specifically stating that you wish to make a complaint and giving the relevant details in respect of this

c) or send written details of your complaint to our Lottery email address, available on our website, www.chsw.org.uk/lottery

2. You will then receive written/email acknowledgement of your complaint and notification of our intent to investigate it.

3.  You may be contacted as part of our  investigation to ensure all relevant factors have been considered.

4.  Written confirmation will be sent to you as to the outcome of the investigation.  This should be within four working weeks of our receipt of your complaint.  You will be notified if the investigation is likely to take longer than 20 days.

Stage 2:  Appeal Procedure and ‘Disputes’

The Gambling Commission conditions and Codes of Practice applicable to non-remote Society Lotteries in respect of Complaints and Disputes states that:

A dispute is any complaint which:

a) is not resolved at the first stage of the complaints procedure; and

b) relates to the outcome of the complainants gambling transaction

1 .  If you wish to appeal against the outcome of the investigation and subsequent findings in respect of your complaint, then please ask for a review of your complaint (which will be undertaken by two CHSW Trustees)  by writing to:

Chairman of the Trustees c/o Little Bridge House
Redlands Road
Fremington
Barnstaple
North Devon
EX31 2PZ

2.  If you wish to dispute the outcome of the investigation into your complaint in accordance with the Gambling Commission definition of a ‘dispute’ then please notify  CHSW Chief Executive who will give consideration to submitting  the matter to  third party independent arbitration, (Independent Betting Adjudication Service (IBAS).

Records of Complaints

All complaints received by CHSW are logged in the Complaints Register.

The Gambling Commission will be notified of the outcome of any dispute referred to IBAS or any other third party arbitrator.

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