UK Unity Lottery Campaign Ts and Cs

GambleAware:

The promoter of this Unity Lottery is Network for Animals Charitable Trust, 24 Christchurch Close, London, SW19 2NZ. Network for Animals Charitable Trust is licensed and regulated in Great Britain by the Gambling Commission under account number 64667. A minimum of 50% of the total lottery proceeds go to supporting the work carried out by Network for Animals, 18.4% on prizes and 31.6% on expenses and administration of the lottery. Unity is a common brand lottery jointly promoted by Sterling Centre Limited and individual society lotteries. Each lottery operated under Unity is a separate licensed lottery, operated by and supporting that particular good cause. Unity is administered by Sterling Management Centre Limited, licensed and regulated in Great Britain by the gambling Commission under account number 3137. 

If you feel that you need help with a gambling problem, please visit the BeGambleAware website for help and advice, or contact the 24/7 National Gambling Helpline on 0808 8020 133.  For information and support, please visit the Gambling Commission Website.

Complains Procedures:

Lottery complaints

Sometimes we get things wrong, and when we do, we would like you to let us know that you’re unhappy. We value your feedback and welcome the opportunity to respond and resolve or rectify the issue.

• Most importantly, we aim to resolve all complaints fairly and efficiently.
• We will endeavour to provide a fair complaints procedure that is easy to access, clear, and simple to use.
• We will be honest in our dealings with your complaint and ensure complaints are investigated thoroughly.
• We are committed to learning from complaints and will take action to improve.
  

If you are unhappy with any aspect of our work, we would like to hear about it. We value all feedback, both good and bad, and welcome the opportunity to learn and improve.

Entrants should contact Network for Animals on +44 (0) 208 471 7666 or email [email protected] or write to Network for Animals Charitable Trust, 24 Christchurch Close, London, SW19 2NZ, to discuss their complaint.

How we will respond:

We will treat your complaint seriously.

• We will endeavour to acknowledge complaints made by telephone, email and in person within 3 working days.
• Complaints made in writing will be acknowledged within 5 working days of receipt.
• If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve the complaint within 8 weeks.

What happens next?

If your complaint has not been resolved satisfactorily, a review will be conducted internally.

If your complaint is about Network for Animals’ fundraising and you are unsatisfied with our response, you can escalate your complaint to the Gambling Commission. 

Complaints related to gambling

Step 1

Seek resolution from the Central Complaints Team

Please write, email or telephone us with details of your complaint.
You can write to us at:

24 Christchurch Close
London
SW19 2NZ

Responsible person:
Lisa-Mari Spence ([email protected]) or Telephone: +44(0)2084717666

We aim to resolve your complaint within 5 working days. Should your complaint require more detailed investigation, we will keep you updated until its resolution.

Step 2

In the unlikely event of an agreement not being reached between the Central Complaints Team and yourself, your complaint will be forwarded to the Lottery Manager for his/her intervention.

Step 3

Refer your complaint to the IBAS (Independent Betting Adjudication Service)

If after making a complaint to us, we haven’t resolved your complaint, then the complaint will be referred to the IBAS for arbitration within a reasonable timeframe.