MenuRaffle draws - policy and procedures
All lotteries and raffles on Raffleplayer are conducted through a registered External Lottery Manager (ELM) CFP Lottery and Raffles Ltd.
Fair and open draws policy
Draws are conducted using either a random number generator, or a blind draw, on ELM premises in plain sight of staff and charity representatives.
Players’ queries and complaints procedure
We value your comments. Your views are very important to us and we take any feedback we receive very seriously. If you are unhappy with any aspect of our work, we would like to hear about it. We appreciate the opportunity your comments give us to learn and improve.
Players’ queries and complaints procedure
Telephone complaints
As a licensed ELM we handle initial complaints and queries and will complete a log sheet detailing the caller’s and adviser’s contact details, the nature of the complaint and steps taken to resolve the complaint.
Please call 01628 828283
If an initial complaint cannot be resolved, we are notified immediately of the issue and will resolve it internally.
All general queries will be logged and held for future reference. We will retain these telephone log sheets for three years.
Written complaints
Our administration team will respond to complaints and queries within 48 hours of receiving the complaint.
The subsequent logging and resolution procedure is that of telephone complaints. Complaints log sheets and written complaints are retained by us for three years.
All general queries will be logged on the log sheets and held for future reference.
Our definition of a complaint
We define a complaint as an expression of dissatisfaction with CFP Lottery and Raffles Ltd, including the services we provide and/or the behaviour of any member of staff.
Our commitment to you
- We will, at all times, treat your complaints seriously.
- We will treat you with courtesy and fairness in all of your dealings with us.
- We will treat your complaints with sensitivity, discretion and understanding.
How to complain to CFP Lottery and Raffles Ltd
You can contact the complaints co-ordinator by email, in writing or by telephone.
Write to:
Complaints Co-ordinator
cfp
Beechwood, Grove Park
White Waltham
Maidenhead
Berkshire
SL6 3LW
UK
Tel: 01628 828283
Email: info@raffleplayer.com
We are open during business hours from 9am to 5.00pm. Our complaints co-ordinator will respond in writing within 14 days of taking the complaint. We will tell the complainant of the outcome of our investigation within 30 days of receiving the complaint.
What if the complaint is not resolved?
Most of our complaints are dealt with effectively. However, if you remain dissatisfied with the response to your complaint then please address your complaint to the Managing Director. He will ensure that it is passed to IBAS who will provide a final decision on the complaint.
IBAS will investigate the complaint and try to resolve it with all parties concerned within 30 days. If the complainant still isn’t happy, they can ask IBAS to adjudicate. They will review the complaint and report their conclusion within 60 days.
Protecting children and vulnerable people
The following procedures are designed to exclude underage players (those under 16 years old) from participating in lotteries promoted by CFP Lottery and Raffles Ltd:
All tickets and entry information states the minimum age for play and the fact that underage players automatically forfeit the right to any prize. An underage player will have any monies paid in relation to the lottery returned to them.
Any request from a vulnerable person’s carer to cease emailing lottery packs is honoured immediately. Their details are removed from the mailing database.
Responsible gambling / problem gambling procedure
The following procedures are designed to encourage people to gamble responsibly and seek help should gambling become a problem:
- We include the National Gambling Helpline number and website address on the website. We help people to recognise the signs of problem gambling and include Gamble Aware's contact details.
- Every individual is restricted to five lottery books per person.
- Players can ask to be removed from our database for further lottery emailings.
Problem gambling
Gambling in moderation is okay, but problem gambling can take over your life. Remembering the following will help to keep gambling in check.
- You’re buying for fun and helping a charity, not investing money
- Set strict limits on how much time and money you’re going to spend, and only gamble what you can afford to lose
- Quit while you’re ahead, and don’t throw good money after bad
- Don’t gamble to escape from stress or boredom and keep up other interests and hobbies.
If you are concerned about your own gambling, or that of a friend or relative, then the following questions may offer you some help and guidance.
- Have others ever criticised your gambling?
- Have you ever lied to cover up the amount of time or money you have spent gambling?
- Do arguments, frustrations or disappointments make you want to gamble?
- Do you gamble alone for long periods?
- Do you stay away from work or college to gamble?
- Do you gamble to escape an unhappy life?
- Are you reluctant to spend 'gambling money' on anything else?
- Have you lost interest in your family, friends or pastimes due to gambling?
- When gambling and you run out of money, do you feel lost and in despair, and the need to gamble again to try to win back your losses as soon as possible?
- Do you gamble until your last penny is gone?
- Have you lied, stolen or borrowed just to get stake money or to pay gambling debts?
- Do you feel depressed or even suicidal because of your gambling?
If you are answering ‘yes’ to many of these questions, then you probably have a gambling problem. Call the National Helpline on 0808 8020133 for friendly and helpful advice from trained counsellors. The helpline is open 8am to midnight, 7 days a week. Sometimes, talking about your problem can be a relief and the first step towards dealing with your problem. Visit www.begambleaware.org for more information and advice.
