British Heart Foundation

Complaints and Disputes Procedure

Any complaints regarding the draw can be made directly to the British Heart Foundation by contacting our dedicated supporter care team on 0300 330 3322 or by email at supporterservices@bhf.org.uk

We will respond to initial complaints and queries within 48 hours of receipt of the complaint.

If the complaint is not satisfactorily resolved, the matter will be escalated to a British Heart Foundation Director.

Every complaint will be taken seriously and fully considered by the British Heart Foundation in order that a satisfactory resolution can be achieved.

In the event that a satisfactory outcome can still not be reached, in accordance with the agreed protocol arranged on behalf of members of the Lotteries Council the matter will be referred to The Independent Betting Adjudication Service (IBAS), which acts as an impartial adjudicator on disputes that arise between gambling operators and their customers.

ii. The player will be provided with IBAS referral details.
iii. The outcome of IBAS intervention will be reported to the Gambling Commission.

The British Heart Foundation Weekly Lottery is licensed by the Gambling Commission.
Website: www.gamblingcommission.gov.uk.

Promoter: British Heart Foundation, Greater London House, 180 Hampstead Road, London.

Responsible People: Amanda Bringans and Mike Taylor

All profits from the BHF Weekly Lottery go to the BHF’s Mending Broken Hearts Appeal

Registered Charity Number: 225971

Complaints and Disputes Procedure:

British Heart Foundation will:

a) Make this Complaints and Disputes Procedure available to a potential or actual customer ("the customer”) via the British Heart Foundation website www.bhf.org.uk/lottery, or upon request.

b) Handle all complaints in accordance with this Complaints and Disputes Procedure

c) Advise the Gambling Commission on the status of all disputes that are referred to the Promoter (see below).

d) The Complaints and Disputes Procedure is outlined as follows:

Stage 1

In the event that a customer has encountered a problem or has a concern to raise in respect of the Lottery, then the British Heart Foundation will in the first instance advise the customer to contact the Lottery Office.

Any problems or concerns that are brought to the Lottery Office’s attention will be formally recorded within the Lottery Complaints Log, initially as an ‘incident’, for British Heart Foundation future analysis and Gambling Commission reporting purposes.

We aim to respond as soon as possible, but normally within five days. If the investigation of the complaint is likely to take longer than five days, we will write to you to let you know the proposed timescales and next steps, aiming to resolve your complaint within a maximum of 30 days.

We will investigate your complaint involving relevant parties as necessary.

We will contact you to let you know the outcome of your complaint and any actions we have taken as a result of this.

Stage 2

If you are unhappy with the resolution of your complaint, you should put your complaint in writing to Kelly Maklowicz, British Heart Foundation, Greater London House, 180 Hampstead Road, London NW1 7AW

The matter will be escalated to a ‘dispute’, if applicable.

You will then be sent an acknowledgement of your complaint in writing, within 48 hours of us receiving it and an investigation of your complaint will then begin.

Every effort will be made to complete this investigation within 7 days of receipt.

We will then contact you with our findings, recommendations and proposed actions.

Stage 3

If you are still not satisfied, we will refer you to the Independent Betting Adjudication Service IBAS (www.ibas-uk.com) within two months of our decision.

IBAS will act as an impartial adjudicator after the complaint/dispute has been through both of the above stages of our own internal dispute procedure and a deadlock still exists. An IBAS panel of experts will apply their specialist knowledge to the facts and adjudicate by reference to our own terms and conditions.