Complaints and Disputes Procedure

ACCORD Hospice will:
i) make this Complaints and Disputes Procedure available to a potential or actual customer upon request
ii) handle all complaints in accordance with this Complaints and Disputes Procedure
iii) 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 Accord 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 ACCORD 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 Alastair Crae, ACCORD Hospice, 7 Morton Avenue, Paisley, PA2 7BW.
  • • 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 you to the, free to access, Independent Betting Adjudication Service 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.

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ACCORD Hospice is licensed and regulated in Great Britain by the Gambling Commission under account number 37978. www.gamblingcommission.gov.uk.

In 2023, £305,767 was raised from ticket sales in our Weekly Lottery and Super Draw, with 14% being spent on Prizes and 33% on lottery running expenses, this meant that 53% of this total benefitted ACCORD Hospice in providing palliative and end of life care to people living with or affected by a life limiting illness in Renfrewshire and parts of East Renfrewshire. Based on the Lottery Submissions made by ACCORD Hospice to the Gambling Commission, during the 2023 calendar year, this translated to a fantastic total of £163,287!

The Weekly Lottery and seasonal Bumper Draws are promoted by ACCORD Hospice, 7 Morton Avenue, Paisley, PA2 7BW. Responsible Person: Alastair Crae. Registered Charity No. SC013682

In 2023, the likelihood of winning a prize was, on average, 1 in 142 in our regular Weekly Lotteries and 1 in 233 in our Super Draw. Players in our Weekly Lotteries are also automatically entered into a weekly Rollover draw in which they could win up to £5,000. Our Rollover prize increases by £100 each week it isn't won (when in 2023, the likelihood of winning was, on average, 1 in 295,913) and if it reaches £5,000, then one lucky player will be guaranteed to win that week (when the likelihood of winning reverts to the aforementioned weekly lottery average).

£1 per entry. All ticket proceeds go to ACCORD Hospice. You must be 18 or over to play. Please note that underage gambling is an offence. Full terms and conditions can be found by clicking here.

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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If you feel you have a problem with gambling, visit www.begambleaware.org or call the National Gambling Helpline on 0808 8020 133.