National Autistic Society Weekly Lottery Complaints Policy
The National Autistic Society treats every complaint seriously. We will listen to your complaints and learn from them so that we can continuously improve our service. All complaints will be handled according to the National Autistic Society complaints, comments and compliments policy.
We define a complaint as an expression of dissatisfaction made to us by any means, about any aspect of the way we conduct the activities for which we hold a lottery licence. For example, a complaint:
about the outcome of a lottery
about the way a lottery has been managed
Any complaints regarding the Lottery Draw can be made directly to our Lottery team by contacting the Lottery helpline on 0370 050 9240.
Alternatively, you can contact our Supporter Care team by emailing: firstname.lastname@example.org, or by post at the following address:
Supporter Care, National Autistic Society, 393 City Road, London, EC1V 1NG.
We will acknowledge receipt of a written complaint within 5 working days and we will aim to provide you with a full response within 14 working days. In a few cases we will not be able to send a full reply within 14 working days, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.
We have a three stage complaints procedure for our Weekly Lottery:
Stage 1 (Informal stage of complaint)
This is the first opportunity for us to resolve your dissatisfaction. We expect the majority of complaints to be resolved at this stage. On receipt of your complaint, the Lottery team or Supporter Care team will respond to your complaint.
Stage 2 (Formal Stage of Complaint)
If you are dissatisfied with the response at Stage 1, you may request a review in writing and this will move the complaint into a formal stage. This will be carried out by a nominated senior manager.
Stage 3 (ADR – Alternative Dispute Resolution Services)
If a satisfactory resolution cannot be reached then the matter can be referred to an alternative dispute resolution (ADR) entity. We use IBAS (Independent Betting Adjudication Service) for this purpose. IBAS are on the Gambling Commission’s approved ADR list. This service is free of charge – www.ibas-uk.com.
PO Box 62639
Our primary license holder is Caroline Stevens, CEO of National Autistic Society.
National Autistic Society
393 City Road
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