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Gaming Complaints

Fundraising Complaints & Disputes Procedure (Lotteries)

Your views are important to us and we take every complaint seriously and endeavour to resolve the complaint or dispute in a transparent, open and constructive manner.

This lottery related procedure is additional to Barnardo’s Fundraising complaints procedure which can also be found on the website or available on request.

Any complaint or dispute related to lotteries operated by Barnardo’s will be viewed in a positive manner and used as a means by which the lottery based products and processes may be improved and developed.

We promise to take all complaints seriously, and to deal with them in a timely manner.

Please note that this procedure should not be used for complaints regarding our Children’s Services. If you have a comment or complaint regarding a specific Service for children or young people, please use our feedback form.

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How to Complain

Stage 1

Supporter Relations Team

You may send your complaint to us in any of the following ways:

  • Call: our Supporter Relations Team on 0800 008 7005
  • Email: supporterrelations@barnardos.org.uk
  • Write to:
    Supporter Relations Team
    Barnardo’s
    Tanners Lane
    Ilford, Essex
    IG6 1QG
  • We will try to resolve the problem as quickly as possible. You can expect us to respond within the following times:
  • We will answer your call within 3 rings and you will receive a full response within 7 working days.*
  • Emails will be acknowledged within 8 business hours and you will receive a full response within 7 working days.*
  • We will provide a full response to most letters within 7 working days.

    * For more complex complaints, we will acknowledge them within 7 days and aim to provide a full response within 14 working days.

Stage 2

Lottery dispute

  • If the supporters complaint relates to the outcome of a gambling transaction e.g. the supporter may dispute how the lottery is being operated, then the complaint will be re-designated a dispute.
  • If a resolution of the complaint cannot be achieved by the Supporter Relations Team, the complaint will be re-designated as a dispute and passed to a Head of Supporter Relations and the Deputy Director  for consideration and resolution wherever possible.
  • The same response times will apply as at Stage 1.
  • All disputes will be dealt with immediately by a Deputy Director.
  • Any disputes will be formally investigated. As part of the formal investigation it may be appropriate for the Deputy Director to contact the supporter personally to clarify again the details of the dispute, at which point they can be advised that a more formal investigation is underway.
  • If the dispute relates to gaming software complexity, results of an investigation may take weeks rather than days. The supporter will be informed every week as to the progress of the investigation, either by telephone, letter or email (as agreed with the supporter).
  • The supporter will be informed in writing of the outcome of the formal investigation and any actions that have been taken once this has been completed.

Stage 3

Taking your dispute outside Barnardo’s

  • In the event that supporter is dissatisfied with the response received and the dispute cannot be resolved, the supporter will be informed that they may, free of charge, refer the dispute for Alternative Dispute Resolution (ADR).
  • As a member of the Lotteries Council, the registered ADR Entity that Barnardo’s would recommend is:
    The Independent Betting Adjudication Service Ltd (IBAS) -
    PO Box 62639, London,
    EC3P 3AS
    tel: 020 7347 5883.
  • To request a copy of the Lottery Complaints and Disputes procedure please contact supporterrelations@barnardos.org.uk