If you wish to make a complaint about any aspect of our raffles, you may do so by telephone, or in writing (by letter or e-mail).
Telephone complaints may be directed to our lottery helpline: 0370 085 8843 (9am-5pm, Monday to Friday). Telephone log sheets will be kept on file for 12 months. Our External Lottery Manager will inform Children on the Edge immediately of all complaints.
Written complaints are managed by Children on the Edge. By email to fundraising@childrenontheedge.org or by post to Eloise Armstrong, Fundraising Manager, Children on the Edge, 5, The Victoria, 25, St Pancras, Chichester, PO19 7LT.
We will respond to your complaint within a maximum of 7 working days. However, if we can’t give You a full response within this timescale, we will let you know the reasons for any delay and the expected date of response.
If you are unhappy with the complaint response you receive, you can ask for your complaint to be escalated to our Chief Operating Officer to review the situation and provide a response. Details of how to do this will be provided in our complaint response. We will acknowledge any escalated complaint within two working days and will let you know the names of the senior team dealing with the complaint. We aim to provide a full response to an escalated complaint within ten working days and to resolve any complaint fully within 8 weeks.
In the event that we have been unable to resolve a complaint to your satisfaction within 8 weeks then the matter can be referred to the ADR Group (www.adrgroup.co.uk) This service is free of charge.
We will keep a record of complaints and report them to the Gambling Commission as required by the Gambling Commission. These terms and conditions are governed by English law. You agree that any dispute between you and us which cannot be resolved through the complaints procedure outlined above will be dealt with exclusively by the English courts.
If you feel you have a problem with gambling please visit BeGambleAware’s website for help and advice at www.begambleaware.org, or call 24-7 the National Gambling Helpline on 0808 8020 133.
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