Raffle and Lottery policies, terms and conditions

Hearing Dogs for Deaf People Raffle Rules

General Rules

  • Participation in the Hearing Dogs for Deaf People Raffle costs £1 per entry
  • The Raffle is open to all mainland Great Britain residents over the age of 16 (this excludes Northern Ireland, Isle of Man, Channel Islands and BFPO addresses according to Gambling Act 2005 regulations).
  • No tickets can be sold to, on behalf of, or for a person under the age of 16 years.
  • If a ticket is sold unknowingly to, on behalf of, or for a person under the age of 16 he/she will be exempt from the raffle and will forfeit his/her prize and the stake will be returned.
  • Winners may be required to take part in Hearing Dogs for Deaf People PR and promotional activity.
  • All proceeds from this raffle will be used for the charitable purposes of Hearing Dogs for Deaf People.
  • All response handling activities are being externally managed on behalf of Hearing Dogs for Deaf People by CFP Lottery and Raffles Ltd.
  • Hearing Dogs for Deaf People is registered with the Gambling Commission to operate this raffle. This licence is issued under Part 5 of the Gambling Act 2005.
  • Profits from this raffle will be donated to help Hearing Dogs for Deaf People, registered charity in England and Wales no. 293358 and in Scotland no. SC040486
  • Donations from this raffle may be used to help reduce costs, allowing more profits to be donated to Hearing Dogs for Deaf People

Christmas Raffle 2018 Rules

  • All ticket entries must be received by 10 January 2019.
  • Any entries received after 10 January 2019 will be transferred to the next raffle.
  • In order to promote responsible gambling, it is recommended that no more than 60 chances are to be purchased per person for the Christmas Raffle 2018.
  • The draw for the Christmas Raffle 2018 will take place on the 14 January 2019. Winners will be notified by post, email or telephone no later than two weeks after the draw date. A list of winners will also be published on the Raffleplayer website two weeks after the draw date. Please keep the ticket number as record of proof of purchase.
  • If a prize is unclaimed after reasonable efforts have been made by the Hearing Dogs for Deaf People to contact the winner, then Hearing Dogs for Deaf People will be entitled to dispose of the prize as it thinks fit. The winner has one month after notification to claim the prize.

Online entries

  • Once age verification is confirmed for tickets purchased online, a confirmation email will be sent to the entrant confirming their numbers in the draw and thanking them for their participation.
  • If we are unable to verify the age of a player we will return the payment to the entrant.
  • Entries must not be bought on behalf of somebody else.

General Information

For more information about the Hearing Dogs for Deaf People, our raffles and other ways to donate please visit our supporter web pages or contact our dedicated supporter services team by calling 01844 348100 .

Requests for additional raffle tickets up to a maximum of 60 tickets per person or requests to be removed from future raffle mailings should be addressed to 0800 954 0257.

If you would like more information about raffles and lotteries please go to www.gamblingcommission.gov.uk.

The Hearing Dogs for Deaf People Social Responsibility Policy for raffles is available on the website www.hearingdogs.org.uk. This includes our policy on responsible gambling, underage gambling, and fair and open draws. If you or a family member feel that you are experiencing problems with gambling, you can seek advice and support from GambleAware on 0808 8020 133 or via their website www.gambleaware.co.uk.


Raffle policies

Fair and Open Draws

Hearing Dogs for Deaf People only conduct lotteries with an External Lottery Manager (ELM) registered with the Gambling Commission.

  • Draws are conducted at random using either a random number generator, or blind draw, on ELM premises (CFP Lottery & Raffles Ltd) in plain sight of staff.
  • Speed prize draws (e.g. super seller and fast replies) will be drawn before any 'main' prize draw takes place. All speed prize draw entries will then be added to the 'main' prize draw.
  • Hearing Dogs for Deaf People will not accept liability for any incomplete, damaged, illegible entries. In such cases monies associated with tickets will be treated as donations to Hearing Dogs for Deaf People.
  • Any ticket payments received after the closing date of the draw will follow the rules as detailed on the tickets.
  • We publish draw results on https://www.raffleplayer.com/hearingdogs and in letters to players. Winning numbers shall also be available by contacting our Supporter Services team on 01844 348109.
  • Rules are available on this page, on the reverse of raffle tickets and on request.
  • Hearing Dogs has a raffle complaints procedure (see below) and an additional Charity Complaints Procedure with is available here or by request.
  • A record is kept of both online and ticketed sales, as well as tickets not purchased but distributed regardless of whether they are returned or not.
  • Hearing Dogs for Deaf People will reserve the right to offer alternative prizes of equal value if, due to circumstances beyond its reasonable control, the stated prizes are no longer available.

Law and Disorder Policy

Hearing Dogs for Deaf People will only conduct their lotteries with an External Lottery Manager (ELM) registered with the Gambling Commission.

  • Hearing Dogs for Deaf People will refuse to be associated with any proposed lottery scheme or other gambling activity that may breach the law.
  • Hearing Dogs for Deaf People will refuse to contract with any contractors or agents who Hearing Dogs for Deaf People suspects may be associated with any potential or actual criminal activities.
  • Hearing Dogs for Deaf People will use a primary supplier who is licensed by the Gambling Commission (External Lottery Managers), to run our lottery/raffle business
  • Our External Lottery Manager keeps a record of all tickets that have been distributed.
  • Extra tickets will not be made available to players until all monies have been received for existing tickets within that draw.
  • Our External Lottery Manager is able to provide information for any police checks of a Lottery Ticket seller that may be carried out. They are able to provide address details and details of any monies sent in for tickets received.
  • Our External Lottery Manager operates from secure premises, with fire safes in situ, and with contractors such as G4S.
  • Our External Lottery Manager processes all entries and handles all monies received for a lottery, although monies are paid directly in to Hearing Dogs for Deaf People's bank account, and banking reports are issued by our External Lottery Manager on a weekly basis.
  • Hearing Dogs for Deaf People will send cold recipients no more than a maximum value of £20 worth of tickets.
  • Hearing Dogs for Deaf People will require suppliers and contractors to ensure that all staff and contractors who are likely to be engaged with Hearing Dogs for Deaf People to obtain relevant references.
  • Hearing Dogs for Deaf People will monitor their staff and self-employed agents on an ongoing basis, particularly regarding their direct or indirect association with potential criminal activities.
  • Hearing Dogs for Deaf People will only use gambling software (a Random Number Generator (RNG)) produced by CFP Lottery and Raffles Ltd whose software has been approved by the Gambling Commission.
  • Hearing Dogs for Deaf People will ensure that it reports any actual or suspected criminal activities to the police.
  • Hearing Dogs for Deaf People will expect that any suppliers or consultants who are associated with their lottery/ raffle will report any potential and actual criminal activities to Hearing Dogs for Deaf People as soon as possible
  • Hearing Dogs for Deaf People will expect that any suppliers or consultants who are associated with their lottery/ raffle will cooperate fully with the police and Gambling Commission should any actual or suspected criminal activities arise.
  • Hearing Dogs for Deaf People Staff involved in promoting lotteries/ raffles or selling lottery/ raffle tickets face to face or via telephone will be trained to a satisfactory standard to ensure compliance with Hearing Dogs for Deaf People's gambling policy and procedure.
  • Hearing Dogs for Deaf People will not enrol any person into any of its lottery schemes if that person is suspected of any potential or actual criminal activities
  • Hearing Dogs for Deaf People conducts the online element of their raffles through CFP Lottery & Raffles Ltd - a registered External Lottery Manager (ELM) licensed by the Gambling Commission. CFP Lottery & Raffles Ltd operate a platform which complies with all relevant codes and remote technical standards.
  • The ELM (CFP Lottery & Raffles Ltd) operates the payment function and are responsible for the payment of income back to the charity. Ticket and chance distribution records are available for police checks.
  • Banking reports are issued by the ELM (CFP Lottery & Raffles Ltd) to an agreed schedule. They will provide contact and payment details of any monies received.

Protecting Children and Vulnerable People

Hearing Dogs for Deaf People has taken steps to ensure that our lotteries do not attract young people.

We have the following procedures in place to prevent under age players from participating in any lotteries promoted by ourselves;

  • We have taken steps to ensure that our lotteries do not attract young people. We have the following procedures in place to prevent under-age players from participating in any lotteries promoted by Hearing Dogs for Deaf People
  • On all cold data used by our External Lottery Manager, it is requested that all persons under 16 years of age are excluded from the lists before being supplied for the use of our lotteries.
  • Where possible we check our database to ensure persons are above the legal age limit before data is supplied for the use of a lottery.
  • The minimum age for play is detailed on the back of all tickets and entry forms produced.
  • Any player who provides dishonest information regarding their age automatically forfeits the right to any prize. This fact is also stated on the reverse of all tickets and on all entry forms.
  • Any player who is found to be under 16 years of age will have any monies paid in relation to the lottery returned to them.
  • In the event that a request to cease mailing lottery packs is received from a vulnerable person's carer, we remove their details from our mailing database immediately. If the person has been sent a lottery pack as a result of their details being supplied to us through a cold list, we will advise the carer of how to have that person's details removed from the list owner's mailing records too.
  • Any portals for remote customers will carry a warning before chances are purchased stating that underage gambling is an offence. Customers will then be required to confirm they are of legal age.
  • The age verification system will be reviewed regularly and we will implement all reasonable improvements that may be made as technology advances and information improves.
  • All relevant staff will be trained on the use of age verification procedures.
  • Website will permit filtering software to restrict the access to relevant pages.

Responsible Gambling/Problem Gambling Procedure

Hearing Dogs for Deaf People has put in place the following procedures to encourage people to gamble responsibly and seek help should gambling become a problem:

  • The National Gambling Helpline number and Gambleaware.co.uk website address is included on all tickets and entry forms to lotteries as well as our website address that includes information on gambling.
  • Information is displayed on our website encouraging people to gamble responsibly and to recognise the signs of problem gambling. We also include the National Gambling Helpline and website details for people to refer to should they need further help.
  • Players can request a self-exclusion to be added to the Hearing Dogs for Deaf People database so that they are removed from further addressed lottery communications including post, telephone, email and SMS. All self-exclusion requests along with the date of the request will be captured on to the record on the Hearing Dogs for Deaf People database and will be in place for a minimum of six months. All reasonable steps will be taken to prevent any self excluded individuals participating.
  • Self exclusion can be requested by contacting customer services or through an automated process using remote communication.
  • Self exclusion flags will be added to the database within 2 working days of receipt. A record of card numbers to be excluded will also be kept where this is possible and complies with other legislation.
  • Staff are trained on self exclusion and will signpost counselling and support services.
  • To stop receiving unaddressed mail delivered by your postman, visit the Royal Mail website.
  • Software is available to prevent individual computers from accessing gambling internet sites. Please see www.gamblock.com or www.betfilter.com for further information.
  • Players can request the number of books they would like for an individual lottery and also the number of lotteries they would like to participate in on a yearly basis.
  • Self excluded customers will have any accounts closed and funds returned to them.
  • Where customer behaviour indicates problem gambling they will be contacted by our Supporter Services Team under supervision of senior management and will follow procedures for this contact.
  • A restriction of 60 tickets per customer will be in place unless customer interaction occurs. Without customer interaction additional online chances above this limit will not be entered in to the draw and additional paper tickets will not be dispatched. Interactions will be recorded and where the tickets are purchased beyond the limit, records will be kept for 3 years.
  • All relevant sources of information will be used to identify customers at risk of problem gambling.
  • Relevant staff will be given appropriate guidance for interaction with customers demonstrating signs of agitation, distress intimidation, aggression or other behaviours that may inhibit customer interaction.

Player Complaints

Hearing Dogs for Deaf People will only conduct their lotteries with an External Lottery Manager (ELM) registered with the Gambling Commission.

Telephone complaints

  • Initial complaints and queries are dealt with over the telephone by advisers in the telephone room of our External Lottery Manager (the company that manages the lottery on Hearing Dog for Deaf People's behalf).
  • A telephone log sheet is completed at the time of the call, detailing the caller's contact details, details of the telephone adviser who took the call, the nature of the complaint and how the complaint was resolved.
  • The telephone log sheets will be kept on file for three years by our External Lottery Manager.
  • If an initial complaint can't be resolved, the complaint is logged by our External Lottery Manager and we are notified immediately of the issue at which point it is taken internally to resolve in accordance with our Complaints Policy.
  • In the event that a telephone or online complaint cannot be resolved by the External Lottery Manager or representatives of Hearing Dog for Deaf People, third party arbitration will be provided via the Independent Betting Adjudication Service (IBAS). Independent Betting Adjudication Service, PO Box 62639, London, EC3P 3AS, 020 7347 5883, adjudication@ibas-uk.co.uk.
  • All general queries will be logged on the log sheets by the External Lottery Manager and held for future reference.

Written complaints

  • Initial complaints and queries will be responded to within two days of receipt of complaint by the administration team of our External Lottery Manager.
  • All complaints are logged on our complaints log sheet, detailing the individual's contact details, details of the administrator who has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.
  • The complaints log sheets and written complaints will be kept on file at our External Lottery Manager for 3 years.
  • If the initial complaint can't be resolved by our External Lottery Manager, the complaint is logged and forwarded immediately to Hearing Dog for Deaf People's staff to be resolved internally in accordance with our Complaints Policy.
  • In the event that a written complaint cannot be resolved by the External Lottery Manager or representatives of Hearing Dog for Deaf People, third party arbitration will be provided via IBAS. Independent Betting Adjudication Service, PO Box 62639, London, EC3P 3AS, 020 7347 5883, adjudication@ibas-uk.co.uk.
  • All general queries will be logged on the log sheets by the External Lottery Manager and held for future reference.
  • Hearing Dogs for Deaf People will review all feedback and complaints on an ongoing basis so that we may address them, where possible. All lotteries will be reviewed in full at the end of each activity so any learning and issues can be reviewed and considered for future draws.

Problem gambling

How to identify if gambling is becoming a problem

The majority of people do gamble responsibly. It may help you to keep your gambling under control by remembering the following:

  • You're taking part for fun - not as a means of investing your money
  • Before playing, set strict limits on how much time and money you're going to spend
  • Quit while you're ahead
  • Only gamble with money you can afford to lose
  • Don't spend more money on gambling, hoping to win back money that you've lost
  • Keep up other interests and hobbies - don't let gambling take over your life
  • Don't gamble in order to escape from stress or boredom
  • Gambling in moderation is okay

For some however gambling can become a problem. If you are concerned about the amount you are gambling, and feel it is taking over your life - or you are concerned for a friend or relative - then the following questions may help you by giving you some guidance.

Have others ever criticised your gambling?

  • Have you lied to cover up the amount you have gambled or the time you have spent doing it?
  • Do arguments, frustrations or disappointments make you want to gamble?
  • Do you gamble alone for long periods?
  • Do you stay away from work or college to gamble?
  • Do you gamble to escape from a boring or unhappy life?
  • Are you reluctant to spend 'gambling money' on anything else?
  • Have you lost interest in your family, friends or pastimes due to gambling?
  • After losing, do you feel you must try to win back your losses as soon as possible?
  • When gambling and you run out of money, do you feel lost and in despair, and need to gamble again as soon as possible?
  • Do you gamble until your last penny is gone?
  • Have you lied, stolen or borrowed just to get money to gamble or to pay gambling debts?
  • Do you feel depressed or even suicidal because of your gambling?

If you are answering 'yes' to some of these questions, then it is likely that a gambling problem exists. For friendly and helpful advice from trained counsellors call the National Gambling Helpline on 0800 8020 133. The helpline operates between 8am and midnight, 7 days a week, 365 days a year. Calls outside of these hours will be taken by a message taking service.

Sometimes just telling someone about your problem can be a relief and it is the first step towards dealing with your problem. You can also visit the GambleAware website www.gambleaware.co.uk for more information and advice.

Self-exclusion policy

Whilst most raffle players are able to enjoy their participation in such activity, we recognize that for a very small number of people this form of gambling activity may cease to be fun. For those players who wish to restrict their gambling, we provide a self-exclusion facility. Self-exclusion is a formal process whereby we cease to allow you to participate in our online and direct mail raffles.

Software is available to prevent individual computers from accessing gambling internet sites. Please see www.gamblock.com or www.betfilter.com for further information.

To self-exclude please send an email to our ELM (CFP) at info@raffleplayer.com with ‘self-exclusion’ in the title, and include your full name and address. Alternatively you can call our raffle helpline on 0800 954 0257, or complete our online self-exclusion form. We shall mark your record accordingly within 2 working days of receipt of your self-exclusion notification. We will hold your details on a register to ensure that you aren't entered into any future draws and that we don't send you any promotional material. If you have purchased chances/tickets in our raffle, and subsequently send us a self-exclusion notification which is received prior to the raffle close date, we will refund your payment and remove you from the draw. The minimum period of exclusion is 6 months. If you would like to enter our raffles and lotteries again after this period you can call our helpline on 0800 954 0257.

In requesting self-exclusion you agree to provide full and accurate personal details, now and in the future, so as to ensure we are able to restrict your access to our services. If you do choose to self-exclude we will use all reasonable endeavours to ensure we comply with your self-exclusion. However in agreeing to self-exclude you accept that you have a parallel undertaking not to seek to circumvent the self-exclusion. Accordingly, neither our ELM (CFP) nor the charity has responsibility or liability for any subsequent consequences or losses howsoever caused, that you may suffer or incur if you commence or continue gambling by providing misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed.

Protection against fraud & money laundering

We are aware of our responsibilities under the Proceeds of Crime Act (2002). However, a charity raffle such as ours is not the type of gambling that is likely to attract money laundering due to the lack of frequency of activity (i.e only three times per year); a limit on the number of tickets that can be purchased; the poor odds of winning and the relatively small size of cash prize on offer.


Weather Lottery policy

Our lottery complies with the following policies:

Hearing Dogs for Deaf People (“HD”) outsources all elements of their lottery to Prize Provision Services Ltd (“PPS”) - a registered External Lottery Manager (ELM) licensed by the Gambling Commission. PPS operate a platform which complies with all relevant codes and remote technical standards.

Please note where HD website is referred to this covers the charity’s own URL and their page on www.theweatherlottery.com

Law and disorder policy

PPS Requirements
1. PPS keeps a record of all entries into a lottery draw.
2. PPS is able to provide information for any police checks of a Lottery Ticket seller that may be carried out. They are able to provide address details and details of any monies sent in for entries bought.
3. PPS operates from secure premises as required by the 2005 Gambling Act.
4. PPS processes all entries and handles all monies received for lottery draws, all monies are paid directly in to PPS’s Lloyds Bank account with a Trust Status and PPS audits the bank accounts weekly.
5. PPS will ensure that it reports any actual or suspected criminal activities to the police.
6. PPS will not enrol any person into any of its lottery schemes if that person is suspected of any potential or actual criminal activities
7. PPS will report any actual or suspected criminal activity in line with the Proceeds of Crime Act 2002. Staff are trained on the implications of the Proceeds of Crime Act and their obligation to report.

HD Requirements
8. HD will refuse to be associated with any proposed lottery scheme or other gambling activity that may breach the law.
9. HD will refuse to contract with any contractors or agents who HD suspects may be associated with any potential or actual criminal activities.
10. HD will only use suppliers who are licensed by the Gambling Commission (External Lottery Managers), to run all or part of HD own lottery/ raffle business.
11. HD will require suppliers and contractors to ensure that all staff and contractors who are likely to be engaged with HD to obtain relevant references.
12. HD will monitor their staff and self-employed agents on an ongoing basis, particularly regarding their direct or indirect association with potential criminal activities.
13. HD will expect that any suppliers or consultants who are associated with their lottery/ raffle will report any potential and actual criminal activities to HD as soon as possible
14. HD will expect that any suppliers or consultants who are associated with their lottery/ raffle will cooperate fully with the police and Gambling Commission should any actual or suspected criminal activities arise.
15. HD Staff involved in promoting lotteries or selling lottery tickets face to face or via telephone will be trained to a satisfactory standard.

As a part of our Law and Disorder Policy the below policies are specifically targeted at money laundering and proceeds of crime
16. Customer interaction will occur at a request to enter 11 or more entries per week. Interactions will be recorded and where the tickets are purchased beyond the limit, records will be kept for 3 years.
17. Other than in the circumstances set out in the self-exclusion and protection of children and the vulnerable policies, refunds are only available at the discretion of the HD.
18. PPS monitor remote and non-remote entries received.

Fair and open draws policy
19. PPS will ensure all lotteries are fair and open.
20. Full Terms and Conditions of lottery draws can be found here http://theweatherlottery.com/playersTandC.php . When a change is made to the Terms, it is noted here http://theweatherlottery.com/Service.php
21. Winning numbers associated with the lottery will be published on the Weather Lottery website http://theweatherlottery.com/results.php and on PPS social media.

Responsible gambling/problem gambling procedure
22. PPS has put in place the following procedures to encourage people to gamble responsibly and seek help should gambling become a problem:
a. Gambleaware.co.uk website address is included on all tickets and entry forms to lotteries as well as our website address that includes information on gambling.
b. Information is displayed on our website encouraging people to gamble responsibly and to recognise the signs of problem gambling.
c. Software is available to prevent individual computers from accessing gambling internet sites. Please see www.gamblock.com or www.betfilter.com for further information.
d. Where customer behaviour indicates problem gambling they will be contacted by PPS under supervision of senior management and will follow procedures for this contact.
e. PPS restrict the number of tickets a customer can order before customer interaction occurs – see law and disorder policy above.
f. A customer interaction policy is in place and details the processes for interactions including; self-exclusion, customer complaint, customer payments, customer contact preferences, age verification, requests for additional books and non-raffle enquiries.
g. All relevant sources of information will be used to identify customers at risk of problem gambling.
h. Relevant staff will be given appropriate guidance for interaction with customers demonstrating signs of agitation, distress intimidation, aggression or other behaviours that may inhibit customer interaction.

Self-Exclusion Policy
23. Player Information on self-exclusion is published here http://theweatherlottery.com/SelfExcludeForm.php
24. Players can request self-exclusion so that they are removed from further communications including post, telephone, email and SMS.
25. PPS will capture all self-exclusion requests along with the date of the request will be captured.
26. All reasonable steps will be taken to prevent any self-excluded individuals participating in gambling activity.
27. Self-excluded individuals will not be entered into a draw and will have any money received refunded to them, including when funds were paid before the self-exclusion notice was received and the draw has not yet been conducted.
28. Self-exclusion can be requested by contacting customer services team on 01158881222
29. Self-exclusion can be selected for a minimum period of 6 months through the web form on http://theweatherlottery.com/SelfExcludeForm.php. During the period of self-exclusion PPS will not permit the individual to enter lotteries.
30. At the end of the period chosen by the customer, the self-exclusion remains in place for another 6 months unless the customer takes positive action in order to gamble again.
31. On request, self-exclusion can be extended for one or more further periods of at least 6 months each.
32. Self-exclusion flags will be added to the PPS database within 2 working days of receipt.
33. Records relating to self-exclusion will be kept permanently on the player record.
34. Staff are trained on self-exclusion and will signpost counselling and support services.
35. Software is available to prevent individual computers from accessing gambling internet sites. See www.gamblock.com or www.betfilter.com for further information.

Protection of children and the vulnerable
36. It is an offence for people aged under 16 to enter lotteries.
37. LCCP SR Code (3.2.13) states that that subject to warnings in the T&C’s and the carrying out of random checks, PPSL only needs an assertion by the player of their age rather than the age having to be verified by PPSL or a third party
38. Players must confirm they are eligible to join the lottery. The minimum age is detailed on the back of and entry forms and published at point of on-line registration
39. A player suspected of being under 16 will be challenged. PPS will log all under age challenges.
40. Any player who is found to be under 16 years of age will have any monies paid in relation to the lottery returned to them.
41. Any player who is found to be under 16 automatically forfeits the right to any prize.

Player complaints procedure

1. PPS have a complaints procedure in place and will keep this procedure up to date with license requirements and Gambling Commission guidance.
2. Definitions
a. A complaint is an expression of general dissatisfaction which can be received informally (verbal) or formally (written) but not one necessarily related to the outcome or process of a lottery.
b. A dispute is an unresolved complaint which questions the truth or validity of something which relates to the outcome of the customer’s gambling e.g. the customer may dispute how the lottery
3. PPS deal with all complaints.
4. PPS maintains a log of all customer complaints.

Telephone and online complaints:
a. A copy of complaints procedure can be requested.
b. If an initial complaint can’t be resolved, the complaint is logged by PPS and HD are notified immediately of the issue.
c. In the event that a telephone or online complaint cannot be resolved by the External Lottery Manager or representatives of HD, third party arbitration will be provided via the Independent Betting Adjudication Service (IBAS). Independent Betting Adjudication Service, PO Box 62639, London, EC3P 3AS, 020 7347 5883, adjudication@ibas-uk.co.uk.
d. All general queries will be logged on the log sheets by the External Lottery Manager and held for future reference.

Written complaints:
e. Initial complaints and queries will be responded to within two days of receipt of complaint by the administration team of PPS.
f. Customers may be given a copy of complaints procedure on request.
g. If the initial complaint can’t be resolved by PPS, the complaint is logged and forwarded immediately to HD.

Dispute Resolution
5. PPS offers an Alternative Dispute Resolution (ADR). As a member of the Lotteries Council, this will be the Independent Betting Adjudication Service Ltd (IBAS) - PO Box 62639, London, EC3P 3AS, tel: 020 7347 5883