If you are unhappy with a raffle and feel you have grounds to complain, find out who to contact and how your complaint will be dealt with.
Brain Tumour Support works within strict codes of conduct and any complaints we receive about the Raffle are taken very seriously.
The procedure for raising a complaint is detailed below:
Brain Tumour Support (BTS) seeks to constantly improve its service to supporters and our complaints policy adheres to best practice. When a complaint is received it will be logged and investigated promptly in line with our Supporter Commitment. View our Supporter Charter.
You can contact the Brain Tumour Support Fundraising and Partnerships Manager, 7a St Mary Street, Thornbury, South Gloucestershire, BS35 2AB.
Please provide full details of the complaint and any supporting documentation.
Your complaint will be acknowledged within 14 days. All complaints are logged, and the outcome of any complaint is also recorded for future reference.
The Fundraising and Partnerships Manager will then make an investigation, and an update or the outcome will be advised to you within 30 days of receipt of the complaint.
In the unlikely event that a complainant does not receive a response within 30 days or is not satisfied with the response received or how it has been handled, the procedure in Step 2 will be followed.
If for any reason you are not satisfied with how Brain Tumour Support has resolved your complaint, you may decide that the matter be referred for adjudication by the Independent Betting Adjudication Service (IBAS).
IBAS acts as an impartial adjudicator on disputes that arise between betting/gambling operators and their customers after they have been through the operator’s own internal dispute procedures and if a deadlock exists.
As well as offering effective dispute resolution procedures, IBAS also check that operators have complied with the standards set by the Gambling Commission and with the IBAS terms and conditions of registration.
You can also refer a complaint to the Fundraising Regulator. The Fundraising Regulator is the independent regulator of charitable fundraising and can adjudicate complaints from the public about fundraising practices, where these cannot be resolved by the charities themselves.
Brain Tumour Support is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and the Fundraising Promise.
To manage our complaints process effectively, we maintain a log of all complaints raised, including information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in this regard, please refer to our Privacy Policy or speak with a member of our Supporter Care Team.
If you have any questions about the Brain Tumour Support Raffle, we’d be happy to help. Call us on 01454 414 355 (Monday – Friday, 9 am-5 pm, excluding bank holidays).
The promoter of this lottery is Sarah Lucas, Fundraising and Partnership Manager, Brain Tumour Support (BTS), 7a St Mary Street, Thornbury, South Gloucestershire, BS35 2AB.
Please play responsibly. Brain Tumour Support is licensed and registered with the South Gloucestershire Council. Licence number 060.
Players must be 18 or over and live in Great Britain.
Brain Tumour Support is registered as a charity in England and Wales (No 1163856). Company number (9718307).
Concerned you’re gambling too much?
Get gambling support. Use our online gambling self-exclusion form.
Policy updated: October 2024
