Our supporters are incredibly important to us. Without your help, we simply wouldn’t be able to help the people who need us – or carry on providing and developing the services that so many depend on.
Gambling complaints relate specifically to Sue Ryder’s licensed gambling activities, including lotteries and raffles. These complaints may concern:
- The operation or administration of the lottery
- Entry, draw processes, prizes or results
- Compliance with gambling regulations or licence conditions
We have a separate Fundraising complaints policy if you would like to complain about the way fundraising activities are carried out or administered. This includes:
- Complaints about the performance of our fundraising activities and our fundraising services
- The suitability of fundraising campaigns
- The conduct of any Sue Ryder employee that is engaged in fundraising activity, including volunteers, trustees and contractors
Our Fundraising Complaints Policy can be found here: www.sueryder.org/contact-us/what-well-do-when-you-make-a-complaint-about-our-fundraising-activity/
1. Gambling Complaints
We actively encourage our members to use our Gambling Complaints Procedure so that issues and concerns can be raised with management and addressed appropriately. This publication explains how the Gambling Complaints Procedure works, what you need to do and what you can expect.
If you want to make a complaint about one of our lotteries or the raffle, please contact our Supporter Care team first. You can do this by calling 0808 164 4572, emailing supportercare@sueryder.org or writing to 183 Eversholt Street, London, NW1 1BU.
Issues of concern to our members can usually be resolved with one of our Supporter Care Team. However, we recognise that sometimes this may not be appropriate, or you may feel your concerns have not been properly addressed after talking them through with us.There are two escalation levels – the Lottery team and the Head of Public Fundraising.
1. Lottery team (1st level)
If we haven’t reasonably met your expectations, you should write or e-mail in the first instance to the Senior Individual Giving Manager at 183 Eversholt Street, London NW1 1BU or lottery@sueryder.org.
In expressing concerns, it is helpful to include all relevant details such as nature of complaint, date, people contacted and the other circumstances relating to your complaint. This helps us to quickly and fully understand the nature of your complaint and begin our investigations.
Once we have received your complaint the Senior Individual Giving Manager or one of their colleagues will acknowledge receipt of your complaint escalation in writing within 48 hours and you can normally expect a full written response within 10 working days of this acknowledgement. Our aim is to resolve the complaint to your complete satisfaction at this level.
2. Senior Management Level (2nd level)
If, after receiving our response at the 1st escalation level you still feel that your concerns have not been fully addressed you can ask for your complaint to be referred to the Head of Public Fundraising at the above address.
You can normally expect a full written response to your complaint within 10 working days of our acknowledgement of the complaint reaching the 2nd level. It may be necessary for additional information to be sought from an external source. When this is necessary and we feel it may not be possible to respond to your complaint within 10 working days we will contact you again. We will explain our reasons for asking for a time extension and seek your approval.
ARBITRATION
If a satisfactory resolution cannot be reached, then the matter can be referred to an alternative dispute resolution (ADR) entity. As members of the Lotteries Council, we use IBAS (Independent Betting Adjudication Service) for this purpose – www.ibas-uk.com
PO Box 62639LONDONEC39 3AS
Telephone 0207 347 5883 Fax 0207 347 5882e-mail adjudication@ibas-uk.co.uk