If in the very unlikely event you wish to submit a complaint/concern in respect of Veterans Raffle, then we would request that you contact YES Society by email: firstname.lastname@example.org. Where practicable to do so, we will both respond to an email and resolve the issue within 10 working days of receipt.
We will attempt to resolve any issue expeditiously over the telephone so please provide a suitable contact telephone number, (and preferred time of day), in your email. If telephone contact is not preferred and the issue is clearly identified in the email, we will immediately take whatever action is deemed necessary to resolve the complaint/concern and state what action has been taken when submitting our reply. If the issue has been dealt with satisfactorily at this stage, (with the complainant’s permission), we will formally record the details in our internal complaints log.
If after Stage One, our actions and resolution have not reasonably met the complainant’s expectations, we request that the issue raised is put in writing to: Christopher Hearn, Director, Veterans Raffle, Wiston House, 1 Wiston Avenue, WORTHING BN14 7QL and emailed to: email@example.com.
The letter must include the following:
· The nature of the complaint/concern.
· An incident date if applicable.
· Persons who have already been consulted on this matter.
· What you would wish/expect of Veterans Raffle to fully address/resolve the matter.
· Please also provide full contact details.
Once the complaint/concern email has been received by Veterans Raffle an automated acknowledgement will be sent by return. From the email acknowledgement date, we will aim to conclude our investigation within 10 working days. All details relating to this complaint/concern will be entered onto our internal complaints log along with a full record of all necessary action taken.
Our aim is to resolve any complaint/concern, to the complainant’s complete satisfaction, at this stage.
If, at the end of Stage Two, the complainant still feels that a satisfactory resolution has not been achieved, or cannot be resolved by Veterans Raffle, then a dispute relating directly to our online lottery may be referred by either party to IBAS (Independent Betting and Adjudication Service) for arbitration:
IBAS, PO Box 62639, London, EC3P 3AS
Telephone: 020 7347 5883 Email: firstname.lastname@example.org
IBAS will act as impartial adjudicators and Veterans Raffle will regard their decision as binding.