NewstrAid Grand Summer Draw – Complaints Procedure

Your feedback is important to us

At Old Ben Lottery Ltd we always aim to provide the highest possible standards of service. If you feel at any time that the service you have received is below the expected level, then we would like to hear from you. Please find details of our complaints procedure below:
You can contact us by the following methods:

By email
By post
Old Ben Lotteries Limited
c/o The NewstrAid Benevolent Fund
Suites 1 & 2, Thremhall Estate
Start Hill
BISHOP’S STORTFORD
CM22 7TD
We aim to respond to all written complaints within 7 working days of receipt.

By phone
Please call us on: 01279 879 569
As a final stage, we offer a process of Alternative Dispute Resolution (ADR) though an independent arbiter. All costs associated to this process are paid for by us.

The nominated independent ADR is: Grant Thornton, Accountants.

We are regulated by the Gambling Commission – licence number 000-005007-N-304821-004

If you feel that we have not dealt with your complaint properly or that we have not followed our own published complaints procedure, you can complain to the Gambling Commission about our failure to operate a proper complaints process.

The Gambling Commission is a regulator and not a complaint handling body and they will not investigate the facts of your complaint, nor will they alter the decision that we have made in our internal complaints process. The Commission reviews whether we have adhered to the terms of our operating licence. It does not investigate consumer complaints, rule on prize disputes, pay compensation or provide legal advice.

The contact details of the Commission are as follows:

Gambling Commission
4th Floor
Victoria Square House
Victoria Square
Birmingham
B2 4BP
Telephone: 0121 230 6666
Email: info@gamblingcommission.gov.uk
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