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Age UK Weekly Lottery complaints procedure

Lottery administration and Player Support

Email: lottery@ageuk.org.uk or call 0800 849 6070
Post: Age UK Weekly Lottery, PO Box 653, Galgate, Lancaster, LA2 0XB

The Promoter recognises that there may be times during an entrant's involvement with us when you may wish to raise concerns about problems you have encountered. It is our policy to encourage free and easy communication so that any difficulty can be quickly resolved.

All complaints are taken very seriously and we are determined to provide a swift resolution to each and every one that we receive. We welcome your feedback, as we record and monitor each comment with a view to continuously improving our service.

Entrants should contact the Lottery Helpline on 0800 849 6070 or email supporters@ageuk.org.uk to 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.

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
7th Floor
One America Square
17 Crosswall
London
EC3N 2LB.

Responsible Person: Paul Farmer

Or

Telephone: 0800 169 8787

Or

Email: contact@ageuk.org.uk

If we are unable to resolve your complaint within 1 working day 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 lottery, we'd be very happy to help. Call us on 0800 849 6070 (Mon-Fri, 9am-5pm, excluding bank holidays) or email us on lottery@ageuk.org.uk.

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Last updated: Apr 03 2024

Age UK, 7th Floor, One America Square, 17 Crosswall, London EC3N 2LB, registered charity in England and Wales (1128267), is licensed and regulated in Great Britain by the Gambling Commission (www.gamblingcommission.gov.uk) under account number 24446; a society lottery which raises funds to support Age UK’s work for older people.

The responsible person is: Paul Farmer, who can be contacted at the above address. £1 per entry. You must be 18 or over to enter. The % of proceeds raised and declared as profit in 2023 and the likelihood of winning a prize, can be found on the Society Lotteries web page.

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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 begambleaware.org or call 24-7 the National Gambling Helpline on 0808 8020 133. 

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