Age UK Raffle complaints procedure

Raffle administration and Player Support

Call the Raffles Helpline on 01628 511 707
Post: Age UK Supporter Engagement Team, Age UK, Floor 7, 1 America Square, London, EC3N 2LB

Complaints

If you are unhappy with any aspect of our work, we would like to hear about it. We value all feedback, both good and bad, and welcome the opportunity to learn and improve.

Entrants should contact the Raffle Helpline on 01628 511 707 or email contact@ageuk.org.ukto discuss their complaint.

It is only in situations where an informal discussion of a complaint or problem has been tried and has failed to bring about a satisfactory solution, that a more formal complaints procedure will be used.

How we will respond

We will treat your complaint seriously.

• We will endeavour to address complaints made by telephone, email and in person within 2 working days.
• Complaints made in writing will be acknowledged within 5 working days of receipt.
• If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve the complaint within 20 working days.

What happens next?

If your complaint has not been resolved satisfactorily a review will be conducted internally.

If your complaint is about Age UK’s fundraising and you are unsatisfied with Age UK’s response you can escalate your complaint to the Fundraising Regulator. Age UK is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and the Fundraising Promise.

Gaming Complaints if your complaint is related to Gambling

Step 1

Seek Resolution from the Central Complaints Team

Please write, e-mail or telephone us with details of your complaint.
You can write to us at:

Supporter Engagement Team
Age UK
Floor 7
1 America Square
London
EC3N 2LB

Responsible Person: Laurie Boult

Or

Telephone: 0800 169 8787

Or

Email: contact@ageuk.org.uk

If we are unable to resolve your complaint within 2 working days we will send a letter or email of acknowledgement.

We aim to resolve your complaint within 5 working days. Should your complaint require more detailed investigation then we will keep you updated until resolution.

Step 2

In the unlikely event of an agreement not being reached between the Central Complaints Team and yourself, your complaint will be forwarded to the Lottery Manager for his/her intervention.

Step 3

Refer your complaint to the IBAS (Independent Betting Adjudication Service)

If after making a complaint to us, we haven’t resolved your complaint, then the complaint will be referred to the IBAS for arbitration within a reasonable timeframe.