Complaints and Disputes Procedure


If you have a complaint we will investigate the complaint as follows:

 

Stage One

·         In the event that a customer has encountered a problem or has a concern to raise in respect of the lottery, then the Air Ambulance Lottery Society advises the customer to contact the office on 0844 567 0844 or by post to:

 

Julian Naylor

Chairman

Air Ambulance Lottery Society

Bank House

16-18 Bank Street

Walshaw

BL8 3AZ

 

·         We will attempt to deal with the customer’s problem or concern over the phone if possible.  If this is not possible we will respond with the outcome and actions taken to the customer within 10 working days of the problem or concern being raised.

·         If the complaint has been dealt with satisfactorily at this stage, at your request, we will formally record the details.

 

Stage Two

 

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

 

Julian Naylor

Chairman   

Air Ambulance Lottery Society

Bank House

16-18 Bank Street

Walshaw

BL8 3AZ

 

       including the following information;

§  Nature of the complaint

§  Date that the incident happened

§  People you have contacted

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


·         Once we have received your written complaint we will acknowledge receipt of your letter in writing within 48 hours.       

·         All details will be entered onto our internal complaints log at this point.  

·         From this date we will aim to complete our investigations within 10 working days of this acknowledgment being sent.  Our aim is to resolve the complaint to your satisfaction at this stage.

 

Stage Three

 

If, at the end of Stage Two, you feel that a satisfactory resolution has not been achieved, or cannot be resolved internally by the Society, then the matter can be referred by either party to IBAS (Independent Betting and Adjudication Service) for arbitration.

 

Independent Betting and Adjudication Service

PO Box 62639

London

EC3P 3AS

 

T:         020 7347 5883

F:         202 7347 5882

E:         adjudication@ibas-uk.co.uk

 

IBAS will act as impartial adjudicators in any disputes that have not been able to be resolved by Air Ambulance Lottery Society.

 

The Air Ambulance Lottery Society will regard IBAS’s decision as binding.