Complaints Policy

Introduction

We are committed to providing the highest levels of service and welcomes feedback from any individual or organisation. This feedback is invaluable in helping us to continuously evaluate, learn and improve our service and we take any complaints or concerns very seriously.

We aim to make it as easy as possible to raise any concerns or a complaint that you have with us. Our complaint procedure is intended to ensure that all complaints are handled fairly, promptly and, wherever possible, resolved to the complainant’s satisfaction.

Complaints and Disputes

We understand a complaint to be any expression of dissatisfaction by anyone, whether an individual or an organisation.

In the context of lotteries and gambling, a complaint is an expression of general dissatisfaction which is not lottery related.

A dispute is an unresolved lottery related complaint which relates to the outcome of the customer’s gambling transaction e.g., the customer may dispute how the lottery works, its fairness, its process etc. or that the licensee has failed to maintain the licensing objectives.

Our policy is that its complaints procedure:

  • is easy to access, clear and easy to understand
  • ensures all complaints are listened to properly, acknowledged and acted upon fairly and promptly
  • is properly implemented
  • is investigated, resolved and responded to within a stated period of time
  • takes appropriate action, if a complaint is upheld
  • Is implemented in line with The Data Protection Act 2018

How to report a complaint or dispute

You can submit your complaint or dispute in writing using the below contact details:

By Post to:

The Complaints Officer
All Weathers Lottery CIC
BriteVox Limited
Maple