The way in which People's Postcode Lottery processes complaints received from players is summarised below. A complaint, for the purposes of this process, is an expression of dissatisfaction by a player about the way People's Postcode Lottery conducts its licensed activities.
In accordance with Section 10 of our Terms & Conditions, a player may raise a complaint within six months from the date of the relevant draw or incident to which the complaint relates.
Players who wish to raise a complaint can do so by
- phoning 0808 109 8765,
- sending an email to firstname.lastname@example.org or
- by writing to or attending in person People's Postcode Lottery's office at 28 Charlotte Square, Edinburgh, EH2 4ET.
If we are unable to resolve the complaint within two working days of receipt, the complaint will then enter our Formal Complaints Procedure. If the complaint is resolved within two working days of receipt, it will not need to enter the Formal Complaints Procedure.
Formal Complaints Procedure
Stage 1 – Acknowledgement & Resolution
A People's Postcode Lottery member of staff shall investigate the Complaint and respond within five working days of entering the Formal Complaints Procedure.
Stage 2 – Further Investigation
If the complaint is not resolved at Stage 1, it will be escalated to a more senior representative. The senior representative will endeavor to respond within five working days of the date the complaint was escalated to Stage 2. In circumstances where the investigation is likely to take longer than five working days, the senior representative will notify the complainant of the proposed timescales and next steps. We aim to resolve the complaint at Stage 2 within a maximum of twenty working days of the complaint having been escalated to Stage 2. The decision will be communicated to the complainant.
Stage 3 – Managing Director
If the complaint is not resolved at stage 2, it will be escalated to a Managing Director, who will endeavor to investigate and respond within five working days of the complaint having been escalated to Stage 3.
Alternative Dispute Resolution
In a stage 3 response, People's Postcode Lottery shall write advising the complainant may, if still unsatisfied after that stage, ask for the complaint to be referred to Alternative Dispute Resolution. People's Postcode Lotetery shall also write advising the complainant of their right to ask for the complaint to be referred to alternative dispute resolution if the complaint remains unresolved eight weeks after the complaint was received by People's Postcode Lottery. The complainant will not be asked to pay for the cost of such alternative dispute resolution. As alternative dispute resolution would involve sending details of the complaint to the alternative dispute resolution provider, People's Postcode Lottery will seek agreement from the complainant before referring the dispute to such a third party. People's Postcode Lottery will abide by the decision or recommendations made by the relevant alternative dispute resolution provider.
The eight week timeframe includes a "stop the clock" provision. This means if the complainant doesn't respond to a reasonable request for information from People's Postcode Lottery within seven days of our request, the clock on the eight week timeframe will stop. When the reasonable information requested is provided by you, the "clock" will be restarted from the same point at which it was stopped.
Details of the alternative dispute resolution providers who the complaint may be referred to after the stage 3 response or expiration of the eight week period are:
If you have any queries regarding the above, please contact People's Postcode Lottery by phoning 0808 109 8765, sending an email to email@example.com or writing to (or attending in person) People's Postcode Lottery's office at 28 Charlotte Square, Edinburgh, EH2 4ET.