Lottery Complaints Policy & Procedure

Section 6 of the Gambling Commission LCCP’s outlines the requirements of a licence holder in terms of Customer Complaints:

Licensees must put into effect appropriate policies and procedures for accepting and handling customer complaints and disputes in a timely, fair, open and transparent manner. The society/ charity must ensure that they have arrangements in place for customers to be able to refer any dispute to an ADR entity in a timely manner if not resolved to the customer’s satisfaction by use of their complaints procedure within eight weeks of receiving the complaint, and where the customer cooperates with the complaints process in a timely manner. The services of any such ADR entity must be free of charge to the customer.

Licensees’ complaints handling policies and procedures must include procedures to provide customers with clear and accessible information on how to make a complaint, the complaint procedures, timescales for responding, and escalation procedures.Licensees should keep records of customer complaints and disputes and make them available to the Commission on request.

In this Code, ‘ADR entity’ means

a. a person offering alternative dispute resolution services whose name appears on the list maintained by the Gambling Commission in accordance with The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and,

b. whose name appears on the list of providers that meet the Gambling Commission’s additional standards found in the document ‘Alternative dispute resolution (ADR) in the gambling industry – standards and guidance for ADR providers’.

Introduction

The EIC is committed to upholding the highest standards in resolving complaints, and resolving complaints in compliance with the Gambling Commission’s LCCP.

Scope of policy

We define a complaint as an expression of dissatisfaction made to us by any means, about any aspect of the way we conduct the activities for which we hold a lottery licence. For example, a complaint:

• about the outcome of a lottery
• about the way a lottery has been managed
• that concerns the way we carry out our business in relation to the three licensing objectives.

It applies to supporters, our local communities, or relevant person etc. who feels the need to raise a complaint about our lottery activities, lottery service delivery and/ or lottery communications. It does not apply to staff and volunteers.

Linked Policies & Procedures

The terms and conditions can be read here: Terms & Conditions | powerLottery | Electrical Industries Charity

The Data Protection policy can be read here: https://electricalcharity.org/policy/

Policy

Sometimes we get things wrong, and when we do we would like you to let us know that you’re unhappy. We value your feedback and welcome the opportunity to respond.

• Above all, we aim to resolve all complaints agreeably and efficiently.
• We will endeavour to provide a fair complaints procedure that is easy to access, clear, and simple to use.
• We will be honest in our dealings with your complaint and ensure complaints are investigated thoroughly.
• We are committed to learning from complaints and will take action to improve.

Procedures

How does someone file a complaint?

Any complaints relating to the Lottery should be sent in writing to the Charity giving full details of the complaint and supporting documentation.

Complaints should be made to complaints@electricalcharity.org

The complaint will be acknowledged within 48 hours. The complaint will be investigated internally. Once a complaint is received the head of department or one of his/her colleagues will acknowledge receipt of the complaint in writing within 48 hours. The EIC aims to issue a full written response within 10 working days of the acknowledgement.

If further time is required, the EIC will communicate this to the complainer.If the complainer is unhappy with the response, the complaint will be escalated to its stage 2 complaints process.

If the complainer is unhappy with the outcome of the stage 2 complaint, stage 2 of the complaints process will be followed: https://powerlottery.charitylotteries.co.uk/terms-conditions/. The complaint will be acknowledged within 48 hours. The complaint will be investigated internally. Once a complaint is received the head of department or one of his/her colleagues will acknowledge receipt of the complaint in writing within 48 hours. The EIC aims to issue a full written response within 10 working days of the acknowledgement.

If a satisfactory resolution cannot be reached then the matter can be referred to an alternative dispute resolution (ADR) entity. The EIC uses IBAS (Independent Betting Adjudication Service) for this purpose. IBAS are on the Gambling Commission’s approved ADR list.

www.ibas-uk.com

PO Box 62639LONDONEC39 3AS

Telephone 0207 347 5883Fax 0207 347 5882e-mail adjudication@ibas-uk.co.uk

Record Keeping

All disclosure reports made to the NCA will be retained by the EIC for a period of refer to Data Protection policy.