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The Lottery is promoted by Rachel Jones, Fundraising Manager, and June Patel, CEO, on behalf of St Richard’s Hospice, Wildwood Drive, Worcester. WR5 2QT (Tel: 01905 763963 Email appeals@strichards.org.uk) (the Society) under a remote operating licence issued by the Gambling Commission, licence number 000-006626-R-330680-001

 

Fair and open draws policy

The Winning Number for each weekly draw shall be the first six digits (in the same order) of the Germany’s Spiel 77 lottery which is drawn every Saturday at 18:45 CET (17:45 GMT).

Those results are published on the website (http://www.lotterypost.com/game/326).

The monthly bonus draw will be made utilising a Random Number Generator (RNG) that has been tested and approved by an independent, Gambling Commission-approved, third party test house.

 

Complaints Procedure

Any complaints regarding our raffles and lotteries can be made directly to St Richard’s Hospice by contacting us at the details above.

Initial complaints and queries will be responded to within 2 working days of receipt of the complaint. If the complaint is not satisfactorily resolved, the matter will be escalated appropriately.  

St Richard’s Hospice Fundraising department is committed to providing excellent levels of service. We are constantly striving to meet the rising expectations of our donors, and we welcome feedback on where our services can be improved or where your expectations have not been met. 

Issues of concern with regards to our lottery can usually be resolved by talking them through with one of our Fundraising team members. A telephone log sheet is completed at the same time of the call, detailing the callers contact details, who took the call, nature of the complaint and how the complaint was resolved. However, we recognize that sometimes this may not be appropriate, or you may feel your concerns have not been properly addressed after talking them through with us. 

We actively encourage our donors to use our Complaints Procedure so that issues and concerns can be raised with management and addressed appropriately. This below explains how the Complaints Procedure works, what you need to do and what you can expect. There are three levels – Fundraising Manager, Senior Management and CEO of St Richard’s Hospice.

 

 

Fundraising Manager and St Richard’s Hospice Responsible Person and License Holder with the Gambling Commission, Rachel Jones (1st level) 

If we haven’t reasonably met your expectations or you wish to make a complaint relating to services or facilities provided by one of our staff you should write or e-mail in the first instance to the Fundraising Manager, Rachel Jones rjones@strichards.org.uk

In expressing concerns it is helpful to include all relevant details such as nature of complaint, date, people contacted and the other circumstances relating to your complaint. This helps us to quickly and fully understand the nature of your complaint and begin our investigations.

Once we have received your complaint the Fundraising Manager or one of her colleagues will acknowledge receipt of your letter in writing within 48 hours and you can normally expect a full written response within 10 working days of this acknowledgement. Our aim is to resolve the complaint to your complete satisfaction at this level.

 

Fundraising Director, Member of the Senior Management Team, Tricia Cavell (2nd level) 

If, after receiving our response at the 1st level you feel that your concerns have not been fully addressed you can ask for your complaint to be referred to the Fundraising Director tcavell@strichards.org.uk

You can normally expect a full written response to your complaint within 10 working days of our acknowledgement of the complaint reaching the 2nd level. It may be necessary for additional information to be sort from an external source. When this is necessary and we feel it may not be possible to respond to your complaint within 10 working days we will contact you again. We will explain our reasons for asking for a time extension and seek your approval.  

 

Chief Executive Officer and St Richard’s Hospice Gambling Commission Responsible Person and License Holder, June Patel (3rd level)  

If, after receiving our response at the 2nd level you feel that your concerns have still not been fully addressed you can ask for your complaint to be referred to June Patel, CEO of St Richard’s Hospice jpatel@strichards.org.uk

You can normally expect a full written response to your complaint within 10 working days of our acknowledgement of the complaint reaching the 3rd level. It may be necessary for additional information to be sort from an external source. When this is necessary and we feel it may not be possible to respond to your complaint within 10 working days we will contact you again. We will explain our reasons for asking for a time extension and seek your approval.

 

Third arbitrator – the Hospice Lottery Association who will then refer to the Independent Betting Adjudication Service (4th level)
If, after receiving our response at the 3rd level you still feel that your concerns have not been fully addressed we will escalate the matter further to our third arbitrator – the Hospice Lottery Association who will escalate the issue to the Independent Betting Adjudication service:

Independent Betting Adjudication Service

PO Box 62639

London

EC3P 3AS

adjudication@ibas-uk.co.uk

Telephone - 020 7347 5883

The IBAS will consider your complaint in light of legalities, policies and procedures and draw final conclusions. In writing, the IBAS will then inform the complainant and St Richard’s Hospice of their decision.

 

Any complaints for our External Lottery Manager Capen Ltd, trading as Zaffo can be referred in the first instance to Capen’s Customer Support team. A database record will be completed at the time of the contact, detailing your contact details, which team member dealt with the issue, the nature of the complaint and how the complaint was resolved. Capen Ltd have their own Complaints policies and procedures on request.

 

Capen Customer Support address is as follows:

Customer Support

Society

Capen Limited

Unit 512

The Print Rooms

164-180 Union Street

London SE1 0LX

 

Tel: 0203 176 6862

Email support@capen.co.uk


Responsible gambling / problem gambling procedure

Players can ask to be removed from our database so they do not receive further emails regarding raffles or lotteries. 

There is also software that blocks access to all online gambling sites. See www.gamblock.com or www.netnanny.com for more details.

Self-exclusion from all St Richard’s Hospice raffles/lotteries is for a minimum of 6 months. If you would like to exclude yourself from all St Richard’s Hospice raffles/lotteries, please email appeals@strichards.org.uk   or send a letter to Rachel Jones, Fundraising Manager, St Richard’s Hospice, Wildwood Drive, Worcester. WR5 2QT indicating the period for self-exclusion and your name using the following template.

“I “name” request that I be refused entry to any St Richard’s Hospice raffles/lotteries for a period of “x [at least 6]” months. If during that time I attempt to purchase a lottery or raffle ticket, I will be refused. At the end of the period of exclusion specified above, I can, if I wish, participate in a raffle or lottery run by St Richard’s Hospice again.

You may also email our external lottery manager at support@zaffo.co.uk to request a self-exclusion, using the above template 

Self-exclusion will be for a minimum period of 6 months.

Problem gambling

Gambling in moderation is okay, but problem gambling can take over your life. Remembering the following will help to keep gambling in check: 

●     You are buying for fun and helping a charity, not investing money

●     Set strict limits on how much time and money you’re going to spend, and only gamble what you can afford to lose

●     Quit while you are head, and don’t chase your losses

●     Don’t gamble to escape from stress or boredom and keep up other interests and hobbies

●     If you are concerned about your own gambling, or that of a friend or relative, then the following questions may offer you some help and guidance. Answering yes to some of these questions does not necessarily make you a problem gambler but may indicate a problem:

 

➢   Do you sometimes spend more money and time on gambling than you can afford to?

➢   Do you find it hard to stop or manage your gambling?

➢   Do you have arguments with family or friends about money and gambling?

➢   Do you always think or talk about gambling?

➢   Do you lie about gambling or hide it from other people?

➢   Do you chase losses or gamble to get out of financial trouble?

➢   Do you gamble until all of your money is gone?

➢   Do you borrow money, sell possessions or do not pay bills in order to pay for gambling?

➢   Do you need to gamble with larger amounts of money or for a longer time to get the same feeling of excitement or buzz?

➢   Do you neglect work, school, family, personal needs or household responsibilities because of gambling?

➢   Do you feel anxious, worried, guilty, depressed or irritable because of gambling?

➢   Do you consider or have considered and illegal act to finance your gambling?

➢   Do you gamble to escape worry, trouble, boredom or loneliness?

➢   Do you have difficulty sleeping because of gambling?

➢   Visit www.gambleaware.co.uk for more information and advice.

Remote gambling

Remote gambling includes gambling online, by interactive television or by mobile phone.

 

The advice below is designed to help anyone gambling remotely: 

➢   Keep track of the time that you spend playing

➢   Keep track of the amount you spend playing – remind yourself that it is real money!

➢   Avoid chasing your losses

➢   If you are a parent keep your password safe and consider using software to block access to gambling sites from minors. You can find further information on blocking software here:

https://www.gamcare.org.uk/self-help/blocking-software/

➢   Look for sites with options where you can set your own spend and session limits, which can help you to control your gambling


Last updated 28th May 2019.

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