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Terms and Conditions

 

  • North Devon Hospice Lottery Responsible Gambling Policy and Responsible Gambling Guide
  • See Terms and Conditions below

 

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Licensed And Regulated

 

North Devon Hospice Lottery – Terms and Conditions

 

North Devon Hospice Lottery is a member of the Lotteries Council and the Hospice Lotteries Association. All three organisations are committed to using lotteries to fundraise responsibly and work together to encourage responsible gambling and access to support if needed.

North Devon Hospice Lottery is licensed and regulated by the Gambling Commission under the Gambling Act 2005, license number 000-005039-N-308878-005 and promoted by North Devon Hospice.

North Devon Hospice is a company limited by guarantee (No. 1696150) and registered charity (No.286554). Terms and conditions apply to the North Devon Hospice Lottery. North Devon Hospice Lottery wishes to conduct its lottery in a fair and socially responsible way.

1: Entry: Participation in the North Devon Hospice costs £1 per entry per week. A number is allocated to each membership and this will remain the same during participation. North Devon Hospice Lottery will confirm receipt of membership application. The prizes are open to players with no geographical boundaries to affect entry.

2: Number of Entries Allowed: Participation in any draw is subject to a registered minimum credit of £1 prior to the draw

3: Entry Address: Entrants can submit their entry or contact the prize draw facilitator via post; North Devon Hospice Lottery, Deer Park, Newport, Barnstaple, EX32 0HU, or by calling 01271 347217

4: Closing Time and Date: Midday Thursday prior to each draw

5: Prizes: There are 5 prizes available per draw. 1st prize £1000, 2nd prize £100, 3rd prize £75, 4th prize £50 and 5th prize £25.

6: Entry Restrictions: Entrants must be 16 years of age or older, North Devon Hospice Lottery reserves the right to cancel a membership where no draw has been entered into for 6 or more consecutive weeks. The promoter takes no responsibility if your membership is cancelled in error

7:Independence of the Draw: The draw is independently run by the application of a 3rd party software application. This has a random number generator tested and verified by the Gambling Commission.

8: Winner Notifications: Winners cheques will automatically be sent out in the post within 5 working days to the name(s) and address of the registered owner of the winning numbers.

9: Publicity and Winners Details: A list of winning numbers will be made available from the hospice at Deer Park, or from any of the hospice shops throughout North Devon. The list of the winning numbers will also be listed in the North Devon Journal and the hospice website. Full names will not be used.

10: Promoters Name and Address: North Devon Hospice Lottery, Deer Park, Newport, Barnstaple, North Devon, EX32 0HU.

11: Disclaimers:

a: All entries will be added to the North Devon Hospice database unless the member opts out

b: North Devon Hospice Lottery cannot accept responsibility for applications or payment lost or delayed in the post

c: North Devon Hospice Lottery reserves the right to alter the prize structure at any time by giving 3 months notice

d: Cancellation of the member’s payment is the player’s responsibility. Standing order payments have to be stopped via your bank account. Any credit payment received after a member has notified the North Devon Hospice Lottery office will be refunded on request

e: The North Devon Hospice Lottery reserves the right to stop the Lottery by giving all registered members one months’ notice.

f: Should excess credit for a player result from an error, North Devon Hospice has the right to enter that excess credit into the Lottery at a predetermined point if it so determines. Excess credit is defined as a balance on a lottery players account above the scheduled payments to meet the players standard lottery entry.

12: Retention of Terms and Conditions: The Lottery office terms and conditions are available upon request by calling North Devon Hospice Lottery on 01271 347217 or visiting the website. If printed, this is no longer a controlled document.

13: Data Protection: North Devon Hospice will only process the personal data you have provided to administer the draw. Opting out of receiving more information will mean your details will not be used in communication from the North Devon Hospice database including fundraising events.

14: Specific Issues: If you are an employee who has been notified of this prize draw by your employer it is likely that North Devon Hospice is working in partnership with your organisation. There are no tax issues linked to this prize draw.

15: Members Data: All participants in the draw are responsible for providing the charity with up to date contact details. The charity will not be liable for any loss incurred by the entrant caused by the failure of the entrant to inform the charity of any changes or errors to their detail.

16: Complaints and Disputes Procedure

In the event that a customer has encountered a problem or has a concern to raise in respect of the lottery, then the charity advises the customer to contact the office on 01271 344248 or by post to:

Carole Charnock

Lottery Administration

North Devon Hospice Lottery

Deer Park

Newport

Barnstaple

EX32 0HU

 

Telephone Complaint: Stage 1

 

North Devon Hospice Lottery will ensure all complaints are recorded and documented. At the point of which a complaint is received we will take the following information:

• Your name

• Telephone number

• email address

• Postal address

• The date, nature and a brief outline of the complaint

 

The complaint receiver will explain that your complaint or concerns will be passed onto the responsible person or other suitably appointed person, for their urgent attention and that they will contact you personally to investigate the complaint or dispute. Contact will normally be made within 48 working hours. The Charity will take time to listen to you and take a more detailed description of the complaint or dispute. We will attempt to deal with your problem or concern over the telephone where possible. If this is not possible, the responsible person or other suitable appointed will explain to you what investigations and actions will take place relating to their concerns and that we will formally respond to you with the outcome and actions taken within 10 working days of the problem or concern being raised.

You will be asked if they you happy with what is suggested and also that you understand the procedure. If necessary, the responsible person or other suitably appointed person will assure you that your personal details will not be revealed – this is sometimes necessary if a complaint is received about a member of the canvassing or fundraising teams.

Once the responsible person or other suitable appointed has established the facts concerning the complaint or dispute you will be contacted and informed of the results of the enquiry and what actions have been taken.

All complaints are logged on the complaints log sheet, detailing the individual’s contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.

 

Written Complaint: Stage 1

Written complaints should include the following information:

 

• Nature of the complaint

• Date that the incident happened

• People you have previously contacted

• What you would like us to do to put things right

 

We will issue a written acknowledgement of the complaint within 48 hours of receipt. All details will be entered onto our internal complaints log at this point.

From the date of acknowledgement, we will aim to complete our enquiries and resolve the complaint to your satisfaction within 10 working days. During this time, we will complete our investigations and respond formally in writing to you giving details of the outcomes to our investigation.

All complaints are logged on the complaints log sheet, detailing the individual’s contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.

 

Complaints Stage 2

 

If after Stage 1 you feel that our outcomes and resolutions have not reasonably met your expectations, we request that you put your complaint in writing to:

 

Mr Richard Carter

Lottery Manager

North Devon Hospice Lottery

Deer Park

Newport

Barnstaple

EX32 0HU

 

We will acknowledge receipt within 48 hours and log all details onto the complaints log. The complaint and outcomes will then be further reviewed and a formal response will be made in writing within 10 working days of acknowledgement.

 

 

Complaints Stage 3

 

If after Stage 2 you still feel that our outcomes and resolutions have not reasonably met your expectations, we request that you forward your complaint in writing to:

 

The Chief Executive

North Devon Hospice

Deer Park

Newport

Barnstaple

EX32 0HU

 

We will acknowledge receipt within 5 working days and log all details onto the complaints log. The complaint and outcomes will then be further reviewed and a formal response will be made in writing within 10 working days of acknowledgement.

 

 

Complaints Stage 4

 

If after Stage 3 you feel that our outcomes and resolutions have still not reasonably met your expectations, we request that you forward your complaint in writing to:

 

The Board of Trustees

North Devon Hospice

Deer Park

Newport

Barnstaple

EX32 0HU

 

We will acknowledge receipt within 5 working days and log all details onto the complaints log. The complaint and outcomes will then be further reviewed and a final formal response will be made in writing within 28 working days of acknowledgement.

 

 

Complaints Stage 5

 

In the event that after stage 4 a written complaint cannot be resolved by the lottery team or representatives of North Devon Hospice; North Devon Hospice will provide free third party arbitration via IBAS.

 

Independent Betting and Adjudication Service

PO Box 62639

London

EC3P 3AS

Telephone: 020 7347 5883

Fax: 202 7347 5882

Email: adjudication@ibas-uk.co.uk

 

A copy of this complaints procedure is available to all customers on request. Any complaints or disputes that are not resolved by this complaints procedure are referred to the Independent Betting and Adjudication Service.

 

The complaints log sheets and written complaints will be kept on file for 3 years.

 

The Charity reserves the right to make changes to these rules and will publish any changes 28 days in advance on the charity website, as required by law.


The Responsible Person:   Mrs Sam Husband

Registered address:   North Devon Hospice

Deer Park

Newport

Barnstaple

EX32 0HU

Telephone 01271 344248. Registered Charity No. 286554
Gambling Commission License Number, 000-005039-N-308878-005