Age UK Raffle
Complaints procedure

Lottery Name: The Age UK Raffle
Promoter: Age UK

Raffle administration and Player Support

Call the Raffles Helpline on 01628 511 707
Post:Age UK Community Engagement Team, Age UK, Tavis House, 1-6 Tavistock Square, London, WC1H 9NA

The Promoter recognises that there may be times during an entrant’s involvement with us when you may wish to raise concerns about problems you have encountered. It is our policy to encourage free and easy communication so that any difficulty can be quickly resolved.

All complaints are taken very seriously and we are determined to provide a swift resolution to each and every one that we receive. We welcome your feedback, as we record and monitor each comment with a view to continuously improving our service.

Entrants should contact the Raffle Helpline on 01628 511 707 or email complaints@ageuk.co.uk to 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.

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:

Central Complaints Team
Age UK Enterprises
Linhay House
Linhay Business Park
ASHBURTON
Devon
TQ13 7UP

Responsible Person: Steph Harland

Or

Telephone: 0800 169 8787

Or

Email: complaints@ageuk.co.uk

If we are unable to resolve your complaint within 1 working day 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.