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Complaints and Disputes

St Barnabas Hospice will:

  • a) Make this Complaints and Disputes Procedure available to a potential or actual customer (“the customer”) via the St Barnabas Hospice website, or upon request
  • b) Handle all complaints in accordance with this Complaints and Disputes Procedure
  • c) 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 Lottery, then St Barnabas Hospice will in the first instance advise the customer to contact the Lottery Office.

Any problems or concerns that are brought to the Lottery Office’s attention will be formally recorded within the Lottery Complaints Log, initially as an ‘incident’, for St Barnabas Hospice 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, St Barnabas Hospice, 36 Nettleham Road, Lincoln, LN2 1RE. 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, we will refer your complaint / dispute to the Independent Betting Adjudication Service (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 terms and conditions.

Thank you for your support!

St Barnabas Hospice is licensed and regulated in Great Britain by the Gambling Commission under account number 4896. Website: www.gamblingcommission.gov.uk. Promoter: St Barnabas Promotions Ltd, 36 Nettleham Road, Lincoln, LN2 1RE. Responsible Persons: Mr C Glazer, Mrs D Laking, Mr C Wheway. Must be 18 or Over to Play. Underage Gambling is an Offence. Only £1 per entry, drawn each and every Friday. Company No 3201001 Charity Registration No. 1053814.

In 2025, £536,872 was raised from ticket sales in our St Barnabas Lotteries and Raffles, with 22.84% spent on prizes, 28.41% on expenses and 48.74% being used to fund the work of St Barnabas*. This translated into a fantastic £261,696.26. *Based on the Lottery Submissions made by St Barnabas to the Gambling Commission, during the 2025 calendar year.

In 2025, the likelihood of winning a prize was, on average, 1 in 224 in our regular St Barnabas Lotteries and 1 in 338 in our seasonal Raffle.

Players in our weekly lotteries and seasonal Raffle are automatically entered into a weekly Rollover draw in which they could win up to £7,000, since our Rollover prize increases by £140 each week it isn't won (when in 2025, the likelihood of winning was, on average, 1 in 528,061) and if it reaches £7,000, then one lucky player will be guaranteed to win that week (when the likelihood of winning reverts to the above weekly lottery and seasonal Raffle averages).

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.

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