Complaints and Disputes Procedure
Stage One
In the event that a customer has encountered a problem or has a concern to raise in respect of the Lottery, then Barnsley 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 within the Lottery Complaints Log, initially as an ‘incident’, for Barnsley Hospice future analysis and 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.
We will contact you to let you know the outcome of your complaint and any actions we have taken as a result of this.
Stage Two
If you are unhappy with the resolution of your complaint, you should put your complaint in writing to Martine Tune, Barnsley Hospice, Church Street, Gawber. Barnsley. S75 2RL
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.
Stage Three
If you are still not satisfied, we will refer your complaint / dispute to the free to access, 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.
Barnsley Hospice is licensed and regulated in Great Britain by the Gambling Commission under account number 28638. www.gamblingcommission.gov.uk.
Must be 18 or over to play. Underage gambling is an offence. £1 per entry.
Promoter: Barnsley Hospice, Church Street, Gawber, Barnsley S75 2RL. Responsible Person: Martine Tune. Registered Charity No. 700586. All proceeds to Barnsley Hospice.
In 2022, £267,906 was raised from ticket sales in our Barnsley Hospice Weekly Lotteries and seasonal Bumper Draws, with 14.06% spent on prizes, 41.89% on expenses and 44.05% being used to fund the work of Barnsley Hospice*. This translated into a fantastic £118,013.
In 2022, the likelihood of winning a prize was, on average, 1 in 694 in our regular Barnsley Hospice Weekly Lotteries and 1 in 1,784 in our seasonal Bumper Draws.
Players in our weekly lotteries and seasonal Bumper Draws are automatically entered into a weekly Rollover draw in which they could win up to £5,000, since our Rollover prize increases by £100 each week it isn't won (when in 2022, the likelihood of winning was, on average, 1 in 261,124) and if it reaches £5,000, then one lucky player will be guaranteed to win that week (when the likelihood of winning reverts to the above weekly lottery and seasonal Bumper Draw averages).
Full Terms and Conditions can be obtained by clicking here.
This web page is hosted by StarVale Management & Technologies Limited which is licensed and regulated in Great Britain by the Gambling Commission under account number 3273.
If you feel you have a problem with gambling, visit www.begambleaware.org or call the National Gambling Helpline on 0808 8020 133.