Terms and conditions
- Lottery and raffle terms and conditions
- Raffle T&Cs
- Social responsibility
- Complaints policy
- Sweepstakes
Raise a smile Lottery terms and conditions
- The cost of each CHSW Raise a smile Lottery (CHSW Lottery) ticket is £1. Tickets may be purchased on either a regular play basis or a one-off play basis. All lottery sales are final and non-refundable
- A monthly regular play subscription costs £4.34. The CHSW lottery is a weekly draw so there are 52 draws per year, £52 divided by 12 months gives equal monthly payments of £4.34
- There is a maximum purchase of 5 ticket numbers per weekly draw
- Between April 2023 and March 2024, an average of 54p in every £1 went directly to fund care for babies, children, young people and families. 7p was used to fund prizes and 39p covered the cost of running the lottery and the recruitment of new players. Based on the 2023/2024 financial year, the odds of winning the guaranteed weekly 1st prize of £1,000 is 1 in 19,555. The chances of winning any of the other 14 prizes is 1 in 1,504.
- CHSW Lottery tickets can be purchased through the CHSW website or online Lottery platform by regular play Direct Debit only. One-off play tickets are available from CHSW Charity Shops. One-off play tickets purchased after Thursday 5pm will be entered in the following week's draw. Please note, in line with the Gambling Commission Regulations credit cards cannot be used for payment and will be rejected
- Only persons aged 18 years or over and resident in Great Britain (England, Scotland or Wales) are eligible to enter the CHSW Lottery.
- Entries sold to, bought by or on behalf of a person under the age of 18 will be exempt from the CHSW lottery and the cost of lottery tickets purchased will be returned in accordance with Gambling Commission regulations
- CHSW may carry out any searches they feel appropriate to verify the age of ticket holders should there be any doubt
- There are 14 weekly prizes of varying amounts. Lottery ticket numbers are drawn randomly, once a number is drawn it is removed from the draw, therefore it is not possible for one number to win more than one prize. Prizes are allocated in the order of prize value. Prizes are non-transferable. No prize alternatives or interest paid
- Weekly winning numbers are published on the CHSW website or online Lottery platform. They are
- Regular play winners will be notified by their preferred method of contact. Cheques will only be issued to the names and addresses held on the database and must be cashed within 6 months of the cheque date, after which CHSW will treat the prize as a donation
- One-off play ticket winners will need to contact CHSW Lottery on 01271 313 311 where their tickets and details will be verified. (see clause 9). Once verified a cheque is sent by post. Winners must verify their details and claim their prize within 6 months of the draw date, after which CHSW will treat the prize as a donation
- CHSW Staff and their families are permitted to enter the CHSW Lottery. CHSW Directors as well as CHSW staff and employees of service providers who are directly involved with the administration of the Lottery are not eligible to enter
- Failure to comply with any of these rules may result in disqualification. CHSW reserve the right not to accept an application and, without giving any reason or notice, may decline an application, cancel an existing regular play subscription or terminate or suspend the CHSW Lottery
- It is the players responsibility to notify CHSW of any change of address or other personal detail deemed necessary.
- If CHSW Lottery become aware that a player has moved from the address held on the database, such as returned mail marked gone away, and is then unable to obtain new details, after 6 months, any returned cheques will be treated as a donation
- CHSW cannot accept liability for the loss or delays in or theft of any communication sent by post, email and fax, or for any delays in the banking system
- Cancellations
- Players can cancel at any time, any cancellations received after 5pm on a Thursday may not be actioned until after the weekly draw
- Cancellations must be notified to CHSW Lottery by telephone 01271 313 311, email lottery@chsw.org.uk or by completing the lottery enquiry form on the CHSW website. If payment is by direct debit or standing order, it is the player's responsibility to cancel this with their bank. Where payment continues to be received, it will be treated as a donation unless an alternative instruction is received
- If a player cancels with credit on their account, the lottery ticket(s) will remain in the weekly draw until the last round £1 has been played. Unless an alternative instruction is received
- Upon cancellation, any pence credit less than £1 will be treated as a donation
- Deceased players
- Following notification that a player is deceased, the lottery ticket(s) will remain in the weekly draw until the last round £1 has been played. Any winnings will be made out to the 'Executors of'
- CHSW Lottery will accept instructions from next of kin to transfer the lottery number(s) into their name and can play in memory of the deceased player. Proof of status may be required
- CHSW Lottery will accept instructions from the Executors to transfer the lottery ticket(s) into a new name and can play in memory of the deceased player once the last round £1 has been played
- If payments are made by standing order, the next of kin or Executor must cancel the instruction with the bank as CHSW is unable to do this. Where payment continues to be received, it will be treated as a donation unless an alternative instruction is received
- The CHSW Lottery uses lottery software licenced and regulated by the gambling commission. Players receive a unique randomly selected draw number(s) created by this software. All lottery numbers paid in advance are entered into a computerised randomly selected weekly draw which normally takes place every Friday
- CHSW cannot accept liability for any technical failure or event which may affect the CHSW Lottery in any way; in any such event or error, howsoever caused, CHSW reserves the right to administer the CHSW Lottery as though the event or error had not occurred. Where CHSW deems it appropriate and/or feasible it will notify entrants of the error
- CHSW’s decision in all matters relating to the CHSW Lottery is final. No correspondence will be entered into
- In accordance with Gambling Commission Regulations, all lottery ticket purchase funds for future lottery draws are held in an account separate from the Charity’s other banking facilities to ensure that these funds are protected in the event of insolvency.
- CHSW is committed to Social Responsibility, and ensuring the CHSW Lottery encourages fair and open play. BeGambleAware® is administered and funded by an independent charity GambleAware®, it provides confidential support and counselling to people aged 18 years or over affected by gambling. Visit BeGambleAware® or telephone 0808 8020 133 (local call rate from the UK).
- To support those who notify CHSW that they have a gambling problem, there is a self-exclusion procedure. Those who are self-excluded will not receive any information about the CHSW Lottery will not be entered in any lottery promoted by CHSW. A copy of the self-exclusion form is available on the CHSW website or from the CHSW Lottery office at Little Bridge House, 01271 313 311.
- All complaints and disputes will be dealt with in accordance with the Complaints Policy, a copy of which is available on the CHSW website or from the CHSW Lottery office at Little Bridge House, 01271 313 311. In the event a dispute cannot be resolved then it can be referred to Alternative Dispute Resolution (ADR). As a member of the Hospice Lotteries Association this will be The Independent Betting Adjudication Service (IBAS), contact details are 020 7347 5883.
- The CHSW Lottery is licensed and regulated in Great Britain by the Gambling Commission under account number 4991. CHSW is a member of the Lotteries Council and the Hospice Lotteries Association, who both make a financial contribution on behalf of their members towards GambleAware® whose mission is to keep people safe from gambling harms.
- The CHSW Lottery is promoted by Children’s Hospice South West (Registered Charity No 1003314), Little Bridge House, Redlands Road, Fremington, Barnstaple, Devon EX31 2PZ, 01271 313 311. Responsible persons: Paul Courtney and Jacqueline Southon.
- CHSW has the right to change or update these terms and conditions to reflect changes in legislation or at their discretion.
- The Promoter's decisions made according to the terms and conditions shall be binding once made.
- Please note, in line with the Gambling Commission Regulations credit cards cannot be used for payment and will be rejected.
- Data protection - for more information please read the CHSW Privacy Policy and the Sterling Privacy Policy (online Lottery platform).
- The CHSW Lottery terms and conditions on the CHSW website supersede all previous versions, including terms and conditions on printed materials; the website terms and conditions should therefore be checked regularly.
These terms and conditions were updated on November 2024.
Need help?
You can call us on 01271 313 311, Monday to Friday from 9am to 4.30pm. At all other times please leave a message on our answerphone or complete our online lottery enquiry form.
Seasonal raffle terms and conditions
- There is a maximum purchase of 200 tickets
- Between April 2023 and March 2024, an average of 53p in every £1 went directly to fund care for babies, children, young people and families. 22p was used to fund prizes and 24p covered the cost of running the CHSW Raffle. Based on the 2023/2024 financial year, the odds of winning 1 of the 12 prizes is 1 in 1,305. Odds for our 2024 Raffle will depend on the amount of tickets sold
- Seasonal raffle prizes are 1st £2,500, 2nd £500, 3rd 10 x £50
- Winning ticket numbers are published on the CHSW website. They are also available from CHSW Lottery, 01271 313 311
- Data protection - for more information please read the CHSW Privacy Policy and the RallyUp Privacy Policy (the online Raffle platform).
General raffle terms and conditions
- The cost of each Raffle ticket will be shown clearly on any of the following raffle items as applicable, Raffle ticket, promotional materials, CHSW website and online Raffle platform. Each ticket has a unique number
- Raffle tickets must be purchased in advance of the draw. The Raffle closing date and time will be shown clearly on any of the following raffle items as applicable, Raffle ticket, promotional materials, CHSW website and online Raffle platform, along with the draw date and time. Any payment received after the closing date will be treated as a donation to CHSW. All ticket sales are final and non-refundable
- Occasionally, due to circumstances our CHSW's control the draw may take place on another day; in extreme emergencies the draw may need to be postponed. Players will be kept up to take on the CHSW website and/or online raffle platform.
- Raffle tickets available to purchase online, by card or contactless payment, can be purchased by debit card payment only. Please note, in line with the Gambling Commission Regulations credit cards cannot be used for payment and will be rejected
- Only persons aged 18 years or over and resident in Great Britain (England, Scotland or Wales) are eligible to enter the Raffle.
- Entries sold to, bought by or on behalf of a person under the age of 18 will be exempt from the Raffle and the cost of Raffle tickets purchased will be returned in accordance with Gambling Commission regulations
- CHSW may carry out any searches they feel appropriate to verify the age of ticket holders should there be any doubt.
- Raffle prizes are shown clearly on any of the following raffle items as applicable, Raffle ticket, promotional materials, CHSW website and online Raffle platform. Ticket numbers are drawn randomly on the date of the draw, 1 a ticket is drawn it is removed from the draw, therefore it is not possible for 1 number to win more than one prize. Prizes are allocated in the order of the tickets drawn from first prize to third prize. Prizes are non-transferable. No prize alternatives or interest paid.
- How winners will be notified will be clearly shown on the Raffle ticket or online Raffle platform. Winners’ details will be verified (see clause 6) and once verified prizes will be arranged to be received. If cash prizes, cheques will be organised
- Winners must verify their details and claim their prize within 6 months of the draw date, after which the prize will be treated as a donation
- CHSW Staff and their families are permitted to enter the Raffle. CHSW Directors as well as CHSW staff and employees of service providers who are directly involved with the administration of the Raffle are not eligible to enter
- Failure to comply with any of these rules may result in disqualification. CHSW reserves the right not to accept an entry and, without giving any reason or notice, may decline an entry, cancel an existing entry or terminate or suspend the Raffle
- It is the players’ responsibility to notify CHSW of any change of address or other personal detail deemed necessary
- CHSW cannot accept liability for the loss or delays in or theft of any communication sent by post, email or fax, or for any delays in the banking system
- CHSW cannot accept liability for any technical failure or event which may affect the Raffle in any way; in any such event or error, howsoever caused, CHSW reserves the right to administer the Raffle as though the event or error had not occurred. Where CHSW deems it appropriate and/or feasible it will notify entrants of the error
- CHSW’s decision in all matters relating to the Raffle is final. No correspondence will be entered into
- CHSW is committed to Social Responsibility and ensuring the Raffle encourages fair and open play. BeGambleAware® is administered and funded by an independent charity GambleAware®, it provides confidential support and counselling to people aged 18 years or over affected by gambling. Visit BeGambleAware® or telephone 0808 8020 133 (local call rate from the UK)
- To support those who notify CHSW that they have a gambling problem there is a self-exclusion procedure. Those who are self-excluded will not receive any information about the Raffle and will not be entered in any draw or raffle promoted by CHSW. A copy of the self-exclusion form is available on the CHSW website or from the CHSW Lottery office at Little Bridge House, 01271 313 311
- All complaints and disputes will be dealt with in accordance with the Complaints Policy, a copy of which is available on the CHSW website or from the CHSW Lottery office at Little Bridge House, 01271 313 311. In the event a dispute cannot be resolved then it can be referred to Alternative Dispute Resolution (ADR). As a member of the Hospice Lotteries Association this will be The Independent Betting Adjudication Service (IBAS), contact details are 020 7347 5883
- Children’s Hospice South West is licensed and regulated in Great Britain by the Gambling Commission under account number 4991. CHSW is a member of the Lotteries Council and the Hospice Lotteries Association, which both make a financial contribution on behalf of their members towards GambleAware® whose mission is to keep people safe from gambling harms
- The Raffle is promoted by Children’s Hospice South West (Registered Charity No. 1003314), Little Bridge House, Redlands Road, Fremington, Barnstaple, Devon EX31 2PZ, 01271 313 311, lottery@chsw.org.uk. Responsible persons: Paul Courtney and Jacqueline Southon
- CHSW has the right to change or update these terms and conditions to reflect changes in legislation or at their discretion
- The Promoter's decisions made according to the terms and conditions shall be binding once made
- Data protection - for more information please read the CHSW Privacy Policy
- The Raffle terms and conditions on the CHSW website supersede all previous versions, including terms and conditions on printed materials; the website terms and conditions should therefore be checked regularly.
These terms and conditions were updated in November 2024.
Need help?
You can call us on 01271 313 311, Monday to Friday from 9am to 4.30pm. At all other times please leave a message on our answerphone or complete our online lottery enquiry form.
Social responsibility in gambling
It is important to us that the CHSW Lottery and CHSW Raffle are a fun way for you to support Children’s Hospice South West, but that they never have a detrimental effect.
CHSW is committed to ensuring the lottery and raffle are operated in a secure, fair and socially responsible way and to endorse responsible gambling among people playing the CHSW Lottery, entering the CHSW Raffle or who may be exposed to the marketing of the CHSW Lottery or Raffle. The Gambling Commission regulates gambling in the public interest. The regulatory framework introduced by the Gambling Act 2005 is based on three licensing objectives:
- To prevent gambling from being a source of crime and disorder, being associated with crime and disorder, or being used to support crime.
- To ensure that gambling is conducted fairly and openly.
- To protect children and other vulnerable persons from being harmed or exploited by gambling.
This document sets out CHSW’s approach to ensuring the CHSW Lottery and CHSW Raffle are managed in a socially responsible way.
Preventing gambling from being a source of crime and disorder
When an individual joins the lottery we will check that:
- The individual is aged 18 or over.
- The individual is resident in Great Britain.
- We also retain the right to cancel any membership should we suspect criminal activity.
- We limit the maximum number of entries to 5 entries per person per week.
Ensuring that gambling is conducted in a fair and open way
CHSW abides by the Commission’s Licensing Conditions and Codes of Practice. The CHSW Lottery and CHSW Raffle terms and conditions set out clearly:
- Rules of play, ensuring that players have access to clear information, that the rules are fair, and the results are publicly available
- Qualification for joining, including restrictions regarding people under 18 years of age
- Payment
- Prizes, notification and chances of winning
- Privacy and confidentiality
- Self-exclusion
- Complaints
- Information about gambling support organisations
CHSW will provide any player with a full history of their lottery membership, including complete payment and winnings history on request.
Protecting children and other vulnerable persons from being harmed or exploited by gambling
We will use our best endeavours to address the following issues:
- Under age gambling: it is illegal for individuals under the age of 16 years to enter into a lottery. CHSW has taken the additional step of setting the minimum age to play our lottery and raffles to age 18 years or over. If for whatever reason, upon winning any individual is unable to prove that they are 18 or over then any winnings will be forfeited. A lottery membership or raffle ticket must not be purchased on behalf of an individual under the age of 18.
- Gambling limits: CHSW imposes a limit on the number of entries into the lottery/raffle that can be purchased by an individual.
- Self-exclusion: on request, we will close any player’s lottery membership(s) for a minimum period of 6 months during which time the membership(s) cannot be reinstated. During this period we will also try to ensure that the individual does not try and open a new membership.
- Access to player history: we will provide any player with a full history of their lottery membership, including complete payment and winnings history upon request.
- Provide information on gambling support organisations: we will provide contact details or links on any lottery websites or via other appropriate media to GamCare and other relevant/appropriate organisations.
- Self-help and awareness information: we will provide self-help and awareness information on any lottery websites or other appropriate media together with links to or contact details of BeGambleAware® and other relevant/appropriate organisations.
Responsible gambling
Whilst the majority of people do gamble within their means, for some gambling can become a problem. CHSW takes its responsibility to its’ players seriously and offers the following tips to ensure you gamble safely:
- Playing the lottery/raffle should be fun and not seen as a way of making money (winning is not assured and is therefore not an income)
- Only gamble with money that you can afford to lose – don’t use money set aside to pay bills, rent or food
- Don’t borrow money to gamble
- Set a money limit and stick to it
- Set a time limit and stick to it
- Never chase losses – if you lose money, never try to recover it by going over your set limits
- Don’t gamble when you are depressed, upset or under the influence of drugs or alcohol
- Balance gambling with other activities such as socialising, sport, family
Self-exclusion
To support those who notify CHSW that they have a gambling problem, there is a self-exclusion procedure. Those who are self-excluded will not receive any information about the CHSW Lottery or CHSW Raffle and will not be entered in any lottery, draw or raffle promoted by CHSW. A copy of the self-exclusion form is available on the CHSW website or from the CHSW Lottery office at Little Bridge House, 01271 313 311.
We amend our records accordingly, usually within 48 hours of receiving your notification. This exclusion will remain in place for not less than six months and will only be removed when notified.
If you need to talk to someone about problem gambling, BeGambleAware® is administered and funded by an independent charity GambleAware®, it provides confidential support and counselling to people aged 18 years or over affected by gambling. Visit BeGambleAware® or telephone 0808 8020 133 (local call rate from the UK).
Problem gambling
If you are concerned that gambling may have taken over your (or someone else’s life) then the following questions may help you find out:
- Spending more money and time on gambling than you can afford
- Finding it hard to manage or stop your gambling
- Having arguments with family or friends about money and gambling
- Losing interest in usual activities or hobbies
- Always thinking or talking about gambling
- Lying about your gambling or hiding it from other people
- Chasing losses or gambling to get out of financial trouble
- Gambling until all of your money is gone
- Borrowing money, selling possessions or not paying bills to pay for gambling
- Needing to gamble with larger amounts of money or for a longer time to get the same feeling of excitement or buzz
- Neglecting work, school, family, personal needs or household responsibilities because of gambling.
If you recognise any of the signs above, help and support for anyone who wishes to talk to someone about their gambling is offered.
Confidential help and support
BeGambleAware® is administered and funded by an independent charity GambleAware®, it provides confidential support and counselling to people aged 18 years or over affected by gambling. Visit BeGambleAware® or telephone 0808 8020 133 (local call rate from the UK).
Site blockers: such as Gamblock or Netnanny can block access to online gambling sites (there is likely to be a charge for these services).
Useful links
Other information
Children's Hospice South West is licensed and regulated in Great Britain by the Gambling Commission under account number 4991. The Raise a smile Lottery (CHSW Lottery) and CHSW Raffle are promoted by Children’s Hospice South West (Registered Charity No 1003314), Little Bridge House, Redlands Road, Fremington, Barnstaple, Devon EX31 2PZ Responsible persons: Paul Courtney and Jacqueline Southon.
If you have any questions you can call us on 01271 313 311, Monday to Friday from 9am to 4.30pm. At all other times please leave a message on our answerphone or complete our online lottery and raffle enquiry form. You can write to us at Children's Hospice South West, Little Bridge House, Redlands Road, Fremington, Barnstaple, Devon EX31 2PZ
Complaints policy
Definition of a complaint
The Children's Hospice South West (CHSW) 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 or CHSW Raffle
If, for any reason, you wish to make a complaint with regards to any aspect of the CHSW Lottery or Raffle then please follow the following procedure:
Please send written details of your complaint to:
Lottery Officer, Children's Hospice South West, Little Bridge House, Redlands Road, Fremington, Barnstaple, Devon, EX31 2PZ or telephone our lottery team on 01271 313 311 specifically stating that you wish to make a complaint and giving the relevant details in respect of this.
- You will then receive written/email acknowledgement of your complaint and notification of our intent to investigate it.
- You may be contacted as part of our investigation to ensure all relevant factors have been considered.
- Written confirmation will be sent to you as to the outcome of the investigation within 10 working 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:
- is not resolved at the first stage of the complaints procedure; and
- relates to the outcome of the complainants gambling transaction
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 Children's Hospice South West, Little Bridge House, Redlands Road, Fremington, Barnstaple, Devon, EX31 2PZ
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.
Sweepstake guidelines
Sweepstake competitions can be a fun way to help raise money, but there are some basic rules that you will need to follow if you are planning on running your own sweepstake. Follow these legal rules and not only will you not need a licence, but you’ll be acting legally, too:
- The entry price must be the same for all participants and must be paid before they take part in the sweepstake.
- You need to decide before hosting your competition if the entry money will be split between the winner and the Charity, or if you are going to have a separate prize with all entry fees going to the Charity. Whichever approach you take, participants must be informed before they enter and the host cannot make a profit (such as funds will need to be donated).
- Sweepstakes can only be organised and participated in at 1 location, although this can be multiple buildings at the same location, and covers:
- Private societies: members and or guests on the society premises
- Workplace: only colleagues who work at the same single set of premises
- Residents: people who live on the same single set of premises
- If you’ve more than 1 site/location, each would need to do their own
- You must not sell entry on the street or house to house.
- You can only advertise the sweepstake at the workplace/private society/residence (details may not be sent to any other premises)
- Those participating cannot choose their own teams (such as horses, players); it must be by chance, otherwise it’d be illegal betting
- Tickets are non-transferable
- The sweepstake can’t be ‘rolled over’ to another sweepstake
- The organiser can’t make any profit
- Reasonable expenses can be deduced from the entrance fees, but the rest of the money must be given out in prizes (or be given to a charity/good cause)
- Companies who already have a gambling licence can’t organise a workplace sweepstake (such as casinos)
- If the sweepstake is in any way illegal, the promoter and organiser are liable – that’s usually going to be the employee/resident/private society member who suggested it. However, if the company approved and organised the sweepstake, it’ll be liable instead.
- For more information on the rules of running your own fundraising sweepstake please visit the Gambling Commission website, or contact our Community Fundraising team.