Worcestershire Hospices Lottery, helping . . .

  • Acorns
  • Primrose Hospsice
  • St Richards Hospice

Complaints and Disputes Procedure

Worcestershire Hospices Lottery will:

a) Make this Complaints and Disputes Procedure available to a potential or actual customer (“the customer”) via the Worcestershire Hospices Lottery website, or upon request

b) Handle all complaints in accordance with this Complaints and Disputes Procedure

c) Advise the Gambling Commission on the status of all disputes that are referred to the Promoter (see below).

The complaints and disputes procedure is outlined as follows:

Stage 1

In the event that a customer has encountered a problem or has a concern to raise in respect of the Lottery, then Worcestershire Hospices Lottery 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 Worcestershire Hospices Lottery 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 2

If you are unhappy with the resolution of your complaint, you should put your complaint in writing to Mark Hopton, Worcestershire Hospices Lottery, Wildwood Drive, Worcester, WR5 2QT. 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 3

If you are still not satisfied, we will refer your complaint / dispute to the 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. An IBAS panel of experts will apply their specialist knowledge to the facts and adjudicate by reference to our terms and conditions.

 

Worcestershire Hospices Lottery is promoted by: Worcestershire Hospices Lottery Ltd, Primrose Hospice, St Godwalds Rd, Bromsgrove, B60 3BW. Responsible Person: Mark Hopton.

In 2023, the likelihood of winning a prize was, on average, 1 in 124 in our regular weekly lotteries and 1 in 221 in our seasonal Bumper Draw. Players in our weekly lotteries and the seasonal Bumper Draws are also automatically entered into a weekly Rollover draw. Our Rollover prize increases by £100 each week it isn’t won (in 2023, the likelihood of winning was, on average, 1 in 399,144) 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 aforementioned weekly lottery and seasonal Bumper Draw averages).

£1 per entry. Must be 18 or over to play. Underage gambling is an offence. Any player found to be under 18 will forfeit the right to any prize. Full terms and conditions can be found by clicking here.

All proceeds go to Worcestershire Hospices Lottery Ltd (Company Registration No 36 89508) which is jointly owned by Acorns Children's Hospice Trust (Registered Charity No. 700859), Primrose Hospice (Registered Charity No. 700272) and St Richard's Hospice (Registered Charity No. 515668), with all profits being shared equally between the three hospices.

Worcestershire Hospices Lottery Ltd is licensed and regulated in Great Britain by the Gambling Commission under account number 5065 Website: www.gamblingcommission.gov.uk.

In 2023, £412,237.00 was raised from ticket sales in our regular weekly lotteries and seasonal Bumper Draws, with 12.27% being spent on Prizes, 38.92% spent on Expenses and 48.81%* used to fund the hospices’ care of patients and their families. This translated to a fantastic £201,224.86! (Based upon the Lottery Submissions made to the Gambling Commission during the 2023 calendar year). *The percentage used to fund Hospice care for patients and families is lower this year due to a “player recruitment campaign” that will benefit the Hospices in the longer term.

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’re worried about how gambling makes you feel, GambleAware can help www.gambleaware.org