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Age UK Raffle complaints procedure

Lottery Name: The Age UK Raffle
Promoter: Age UK Local Programmes Lottery CIC

Raffle administration and Player Support

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

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
Tavis House
1-6 Tavistock Square
London
WC1H 9NA

Responsible Person: Steph Harland

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.

We're here to help

If you have any questions about the Age UK Weekly Raffle, we'd be very happy to help. Call us on 01628 511 707 (Mon-Fri, 9am-5pm, excluding bank holidays).

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Last updated: Nov 02 2021

Age UK, Tavis House, 1-6 Tavistock Square, London, WC1H 9NA, registered charity in England and Wales (1128267), wholly owns three subsidiary companies, each of which promotes a society lottery to raise funds to support different areas of Age UK’s work for older people.

The three subsidiary companies, all registered at 1-6 Tavistock Square, London, WC1H 9NA and also known as ‘Promoters’, are each licensed and regulated in Great Britain by the Gambling Commission (www.gamblingcommission.gov.uk):

  • Age UK Information and Advice Lottery CIC Registered Company No.11335248, is licensed and regulated in Great Britain by the Gambling Commission under account number 52373; provides funding for information, advice and related services provided by Age UK and local Age UKs for older people in the UK.
  • Age UK Local Programmes Lottery CIC Registered Company No.11335613, is licensed and regulated in Great Britain by the Gambling Commission under account number 52413; provides funding for local programmes to assist older people – i.e. the work of local Age UKs.
  • Age UK Education and Research Lottery CIC Registered Company No.11372685, is licensed and regulated in Great Britain by the Gambling Commission under account number 52417; provides funding for research activities that advance education in relation to issues affecting older people in the UK.

The responsible person for all Promoters is: Laurie Boult, who can be contacted at the above address.

£1 per entry. You must be 18 or over to enter. Entries not to be sold to or by anyone under 18 years of age. All proceeds from the Age UK Weekly Lottery go to the relevant Promoter and all profits are donated to Age UK.

All the money from each Lottery ticket goes to that months designated area of support (Information and Advice, Local Programmes and Education and Research) the Age UK Charity then allocates the profits from these lotteries against that months area of support.

The % of proceeds raised and declared as profit from each of the society lotteries promoted in 2020 by each of the three subsidiaries and the likelihood of winning a prize, can be found on the Society Lotteries web page.

Are you gambling more than you really want to?

If you feel you have a problem with gambling please visit BeGambleAware’s website for help and advice at www.begambleaware.org, or call 24-7 the National Gambling Helpline on 0808 8020 133.

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