Complaint Procedure
Your feedback is important to us
At TheGivingMachine GivingLottery, 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 TheGivingMachine GivingLottery directly via the following methods:
By email
By post
TheGivingMachine GivingLottery
Gatherwell Ltd
Lytchett House, 13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
We aim to respond to all written complaints within five working days of receipt.
By phone
Please call us on: 03000 160150
In the unlikely event that you feel your complaint has not been resolved to your satisfaction; you can request that it be escalated to a Senior Manager for review. We aim to respond to escalated complaints within 10 working days.
TheGivingMachine GivingLottery is regulated by East Herts District Council.
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 East Herts District Council about our failure to operate a proper complaints process.
East Herts District Council 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 council 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 East Herts District Council's licencing department are as follows:
East Herts Council
Licensing Process Officer
Wallfields
Pegs Lane
Hertford
Hertfordshire
SG13 8EQ
Telephone: 01992 531639
