Gaming Complaints Procedure

When things go wrong with the draw, we want the opportunity to put it right. We take all complaints seriously and we try to resolve them as quickly as possible.

Any complaints regarding the draw can be made directly to Blind Veterans UK by contacting our dedicated supporter care team on 0300 111 2233 or by email at supporter.services@blindveterans.org.uk.

We will acknowledge your enquiry within two working days upon receiving it. Whilst we endeavour to put things right straight away, sometimes we may need more information, or more time to investigate your complaint properly. In this instance, we will stay in regular contact and we’ll aim to fully resolve and respond to your complaint within ten working days. If the complaint is not satisfactorily resolved, the matter will be escalated to the Blind Veterans UK Fundraising Manager (Sally Sheehy). Every complaint will be taken seriously and fully considered by Blind Veterans UK in order that a satisfactory resolution can be achieved.

In the event that a satisfactory outcome can still not be reached, in accordance with the agreed protocol arranged on behalf of members by 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.
ii. The player will be provided with IBAS referral details.
iii. The outcome of IBAS intervention will be reported to the Gambling Commission.

Promoter: Nupur Patel, Blind Veterans UK, 12-14 Harcourt Street, London W1H 4HD.
Licensed by the Gambling Commission under the 2005 Gambling Act.
Registered raffle number 008297

You can view our full Weekly Lottery Terms and Conditions here

Or to view our full Superdraw Terms and Conditions, please click here to see our rules.