We recognise that at times our fundraising may not have reached the expectations you have for us, or our communication may have been a disappointment. We want to assure you that we care about what you think and will take any concerns you have seriously.

Tuckwell Chase Lottery has a responsibility to listen to concerns raised with us, investigate thoroughly, and provide a full and appropriate response. TCL’s full Complaints and Concerns Policy is available from the office upon request.

Complaints and concerns should be raised with any member of TCL staff, verbally or in writing, via telephone, in person, email or letter to the TCL office. Please note TCL is unable to respond to complaints made via social media platforms.

TCL staff will always listen to a concern or complaint and do their best to resolve the problem at initial contact, with a positive attitude, and a face to face meeting will be offered where appropriate. If, because of the nature of the complaint, resolution is not immediately possible, details will be taken and passed to the Lottery Director who will contact the customer as quickly as possible, within two working days.

You will be supported and kept informed throughout the process. Formal concerns or complaints that TCL has been unable to resolve at initial contact will receive a written acknowledgement within five working days.  This letter will explain the complaints process. If a full response can be made within five working days an initial acknowledgment will not be required or sent. The Lottery Director will investigate the concern or complaint, supported by appropriate TCL staff or outside agencies as appropriate.

All findings will be fully documented, as will any communication with you. In order to manage our complaints process effectively and in accordance with the guidelines from our regulators, TCL will keep a record of complaints received, the outcome of our investigation and the reasons for our decisions. For more information on how we store your data, please see our privacy policy.

TCL will aim to provide a full response, outlining the findings and any proposed action to be taken, within 21 working days of receipt of the concern or complaint; if this is not possible for any reason you will be advised of the reason for delay. This letter will include details of the appropriate Independent Arbitration Service to whom you are able to refer your complaint if they remain dissatisfied.

Complaints relating to Licensing Objectives, outcomes from gambling transactions or the way a gambling transaction has been managed

The Independent Betting Adjudication Service (IBAS) to IBAS www.ibas-uk.com or:

Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS

Tel: 020 7347 5883

Email: ibasteam@ibas-uk.co.uk

Complaints relating to Data Protection and Privacy

The Information Commissioner’s Office (ICO) provides helpful advice regarding raising concerns,

https://ico.org.uk/

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number

Complaints relating to Fundraising

The Fundraising Regulator (FR) is the professional membership body for UK fundraising, providing support including best practice and compliance.

http://www.fundraisingregulator.org.uk/

Fundraising Regulator
Eagle House
167 City Road
London
EC1V 1AW

Tel: 0300 999 3407

Email: admin@fundraisingregulator.org.uk