CQC

Complaints and Disputes Procedure

St Helena's will:

  1. Make this Complaints and Disputes Procedure available to a potential or actual customer (“the customer”) via the St Helena website sthelena.org.uk, or upon request
  2. Handle all complaints in accordance with this Complaints and Disputes Procedure
  3. Advise the Gambling Commission on the status of all disputes that are referred to the Promoter (see below).

The Complaints and Disputes Procedure is outlined as follows:

Stage 1

In the event that a customer has encountered a problem or has a concern to raise in respect of the Raffle, then St Helena Hospice will in the first instance advise the customer to contact the Raffle Office.

Any problems or concerns that are brought to the Raffle Office’s attention will be formally recorded within the Raffle Complaints Log, initially as an ‘incident’, for St Helena Hospice's 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 unhappy with the resolution of your complaint, you should put your complaint in writing to Jill Moore, St Helena Hospice, Myland Hall, Barncroft Close, Highwoods, Colchester, CO4 9JU.

The matter will be escalated to a ‘dispute’, if applicable.

You will then be sent an acknowledgement of your complaint in writing, within 48 hours of us receiving it and an investigation of your complaint will then begin.

Every effort will be made to complete this investigation within 7 days of receipt.

We will then contact you with our findings, recommendations and proposed actions.

Stage 3

If you are still not satisfied, you can contact the 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.

Please remember that theSt Helena Hospice who promotes this raffle is a member of the Fundraising Regulator. All our donors will be protected by theSt Helena Hospice own donor care programme which meets the standards as set out by the Fundraising Regulator. This is another process available for you to use to escalate a problem if in the unlikely event you do not receive the response expected from the St Helena Hospice team.

St Helena Hospice is licensed and regulated in Great Britain by the Gambling Commission under account number 4685. www.gamblingcommission.gov.uk. Must be 18 or over to play. Underage gambling is an offence. £2 per entry. Promoter: St Helena Hospice, Myland Hall, Barncroft Close, Highwoods, Colchester, CO4 9JU. Responsible Person: Jill Moore. Registered Charity Number 280919. Registered Office: Myland Hall, Barncroft Close, Highwoods, Colchester, CO4 9JU. All prize winners are automatically notified - no need to claim. Any late entries will be treated as a donation. All proceeds to St Helena Hospice. Full terms & conditions, how proceeds are used 18+ and the likelihood of winning a prize can be found at: sthelena.org.uk/raffle

Based on previous years response rates, we project that, £15,546 will be raised from ticket sales in St Helena Ruby Raffle 2025, with a projected 19.17% being spent on prizes, 29.08% on expenses and 51.75% being used to fund the work of St Helena Hospice

Based on the same projected ticket sales, the estimated likelihood of winning a prize will be, 1 in 648.

If you’re worried about how gambling makes you feel, GambleAware can help www.gambleaware.org

This web page is hosted by StarVale Management & Technologies Limited which is licensed and regulated in Great Britain by the Gambling Commission under account number 3273.