Your feedback is important to us
At Community at Heart Lottery, we always aim to provide the highest possible standards of service. If you feel at any time that the service you have received is below the expected level, then we would like to hear from you. Please find details of our complaints procedure below:
You can contact Community at Heart Lottery directly via the following methods:
By email[email protected]
Community at Heart Lottery
Lytchett House, 13 Freeland Park
Wareham Road, Poole
We aim to respond to all written complaints within five working days of receipt.
Please call us on: 01603 933016
In the unlikely event that you feel your complaint has not been resolved to your satisfaction; you can request that it be escalated to a Senior Manager for review. We aim to respond to escalated complaints within 10 working days.
As a final stage, we offer a process of Alternative Dispute Resolution (ADR) though an independent arbiter. All costs associated with this process are paid for by Community at Heart Lottery.
The nominated independent ADR is:
Community at Heart Lottery is regulated by the Gambling Commission Account No: 57347.
If you feel that we have not dealt with your complaint properly or that we have not followed our own published complaints procedure, you can complain to the Gambling Commission about our failure to operate a proper complaints process.
The Gambling Commission is a regulator and not a complaint handling body and they will not investigate the facts of your complaint, nor will they alter the decision that we have made in our internal complaints process. The Commission reviews whether we have adhered to the terms of our operating licence. It does not investigate consumer complaints, rule on prize disputes, pay compensation or provide legal advice.
The contact details of the Commission are as follows:
Victoria Square House
Telephone: 0121 230 6666
Email: [email protected]