Complaint Procedure
Your feedback is important to us
At Gloucester Lottery, we always aim to provide the highest possible standards of service. If you feel at any time that the service you have received is below the expected level, then we would like to hear from you. Please find details of our complaints procedure below:
You can contact Gatherwell Ltd, the ELM of Gloucester Lottery, directly via the following methods:
By email
[email protected]By post
Gatherwell Ltd
Lytchett House, 13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
We aim to respond to all written complaints within five working days of receipt.
By phone
Please call us on: 01865 582 482
In the unlikely event that you feel your complaint has not been resolved to your satisfaction; you can request that it be escalated to a Senior Manager for review. We aim to respond to escalated complaints within 10 working days.
As a final stage, we offer a process of Alternative Dispute Resolution (ADR) though an independent arbiter. All costs associated with this process are paid for by Gatherwell Ltd.
The nominated independent ADR is:
Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS
Telephone:
020 7347 5883
Fax:
020 7347 5882
Email:
[email protected]
Gatherwell Ltd is the ELM of Gloucester Lottery and we are regulated by the Gambling Commission account number 36893.
If you feel that we have not dealt with your complaint properly or that we have not followed our own published complaints procedure, you can complain to the Gambling Commission about our failure to operate a proper complaints process.
The Gambling Commission is a regulator and not a complaint handling body and they will not investigate the facts of your complaint, nor will they alter the decision that we have made in our internal complaints process. The Commission reviews whether we have adhered to the terms of our operating licence. It does not investigate consumer complaints, rule on prize disputes, pay compensation or provide legal advice.
The contact details of the Commission are as follows:
Consumer Protection
Gambling Commission
4th Floor
Victoria Square House
Victoria Square
Birmingham
B2 4BP
Telephone: 0121 230 6666
Email: [email protected]
