Complaints and Disputes
Willen Hospice will
- a) Make this Complaints and Disputes Procedure available to a potential or actual customer (“the customer”) via the Willen Hospice website, or upon request
- b) Handle all complaints in accordance with this Complaints and Disputes Procedure
- c) Advise the Gambling Commission on the status of all disputes that are referred to the Promoter (see below).
The complaints and disputes procedure is outlined as follows:
Stage 1
In the event that a customer has encountered a problem or has a concern to raise in respect of the Lottery, then Willen Hospice will, in the first instance, advise the customer to contact the Lottery Office.
Any problems or concerns that are brought to the Lottery Office’s attention will be formally recorded on the Complaints log for Willen Hospice future analysis and Gambling Commission reporting purposes.
We will aim to contact the customer in the first instance to discuss the complaint normally within five days. We will agree how it will be resolved or investigated, and how long this will be expected to take. If the investigation of the complaint is likely to take longer than five days, we will write to the customer to let them know the proposed timescales and next steps, aiming to resolve the complaint within a maximum of 30 days.
We will investigate the complaint involving relevant parties as necessary.
We will write to the customer to let them know the outcome of the complaint and any actions we have taken as a result of this.
Stage 2
If the customer is unhappy with the resolution of their complaint, they can ask us to investigate further and the matter will be escalated to a senior member of the Hospice team. The matter will be escalated to a ‘dispute’, if applicable.
We will agree with the customer how we will investigate their complaint, and how long this may take, within 48 hours of us receiving it. We will keep them informed of our investigation progress.
Every effort will be made to complete this investigation within 7 days of receipt.
We will then contact the customer with our findings, recommendations and proposed actions.
Stage 3
If the customer is still not satisfied, they can refer their 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 complaints procedure, and we cannot agree on a solution. An IBAS panel of experts will apply their specialist knowledge to the facts and adjudicate by reference to our terms and conditions.
