We reply on income from weekly Lottery and seasonal Prize Draws and Raffles to help fund the vital care and support services we deliver. That’s why we will comply with the law as it applies to charities, fundraising and gambling.
If you have a complaint or concern about any aspect of our Lottery activities you should follow the 3-stage process:
You should contact the Lottery Office via the Lottery Helpline on 01475 730747.
Complaints and concerns will be formally recorded within the Lottery Complaints Log, initially as an ‘incident’. This will be used by Ardgowan Hospice for future analysis to help us improve, and for Gambling Commission reporting purposes.
We aim to respond as soon as possible, but normally within five days. If the investigation of the complaint is likely to take longer than five days, we will write to you to let you know the proposed timescales and next steps, aiming to resolve your complaint within a maximum of 30 days.
We will investigate your complaint involving relevant parties as necessary and we will contact you to let you know the outcome of your complaint and any actions we have taken as a result of this.
If you are unhappy with the resolution of your complaint, you should put your complaint in writing to:
Head of Finance and Operations
12 Nelson Street
The matter will be escalated to a ‘dispute’, if applicable. You will then be sent an acknowledgement of your complaint in writing, within 48 hours of us receiving it and an investigation of your complaint will then begin.
Every effort will be made to complete this investigation within 7 days of receipt. We will then contact you with our findings, recommendations and proposed actions.
If you are still not satisfied, we will refer your complaint / dispute to the Independent Betting Adjudication Service (www.ibas-uk.com) within two months of our decision.
IBAS will act as an impartial adjudicator after the complaint/dispute has been through both of the above stages of our own internal dispute procedure and a deadlock still exists.
An IBAS panel of experts will apply their specialist knowledge to the facts and adjudicate by reference to our own terms and conditions.
If your complaint is in relation to a Fundraising or Lottery matter, please click on the relevant box below.