Games complaints procedure
We take every complaint seriously and will always try work with you to achieve a satisfactory resolution. Find out how to raise a complaint or dispute and what to expect.
On this page
About our lottery
The British Heart Foundation Weekly Flutter is licensed by the Gambling Commission.
Website: www.gamblingcommission.gov.uk
Promoter: British Heart Foundation, Greater London House, 180 Hampstead Road, London.
Responsible people: Mike Taylor & Claire Sadler.
Registered Charity Number: 225971.
Raising a complaint or dispute
Any complaints regarding the draw can be made directly to the British Heart Foundation by contacting our dedicated supporter care team on 0300 330 3322 or by email at [email protected]. You can also use our online complaints form.
We will respond to initial complaints and queries within 48 hours of receipt of the complaint. If the complaint is not satisfactorily resolved, the matter will be escalated to a British Heart Foundation Director.
Every complaint will be taken seriously and fully considered by the British Heart Foundation in order that a satisfactory resolution can be achieved.
If a satisfactory outcome can still not be reached, in accordance with the agreed protocol arranged on behalf of members of the Lotteries Council, the matter will be referred to The Independent Betting Adjudication Service (IBAS), which acts as an impartial adjudicator on disputes that arise between gambling operators and their customers. If this happens:
- the player will be provided with IBAS referral details.
- the outcome of IBAS intervention will be reported to the Gambling Commission.
Complaints and disputes procedure
British Heart Foundation will:
- make this Complaints and Disputes Procedure available to a potential or actual customer ("the customer”) via the British Heart Foundation website www.bhf.org.uk/flutter, or upon request.
- handle all complaints in accordance with this Complaints and Disputes Procedure
- advise the Gambling Commission on the status of all disputes that are referred to the Promoter.
Stages of the procedure
Stage 1
In the event that a customer has encountered a problem or has a concern to raise in respect of the Weekly Flutter, then the British Heart Foundation will in the first instance advise the customer to contact the Weekly Flutter Office on 01524 752050.
Any problems or concerns that are brought to the Weekly Flutter Office’s attention will be formally recorded within the Weekly Flutter Complaints Log, initially as an ‘incident’, for British Heart Foundation future analysis and Gambling Commission reporting purposes.
We aim to respond as soon as possible, but normally within five days. If the investigation of the complaint is likely to take longer than five days, we will write to you to let you know the proposed timescales and next steps, aiming to resolve your complaint within a maximum of 30 days.
We will investigate your complaint involving relevant parties as necessary. We will contact you to let you know the outcome of your complaint and any actions we have taken as a result of this.
Stage 2
If you are still not satisfied, we will refer you to the Independent Betting Adjudication Service IBAS (www.ibas-uk.com) within two months of our decision.
IBAS will act as an impartial adjudicator after the complaint/dispute has been through both of the above stages of our own internal dispute procedure and a deadlock still exists.
An IBAS panel of experts will apply their specialist knowledge to the facts and adjudicate by reference to our own terms and conditions.
Get in touch
If you have any questions about the lottery or raffle, we’re here to help. You can call our Lottery Helpline on 01524 752050 (Monday to Friday, 9am - 5pm).
You can also email our Supporter Care team at [email protected] or call us on 0300 330 3322 (Monday to Friday, 9am - 5pm).