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Raffle terms and conditions

1. These Terms and Conditions are the rules of Julia’s House (herein known as the “Charity”) raffle draw. By participating in the raffle, the entrant is bound by these rules. You may not accept all or any part of these rules, and your participation in the draw will be cancelled if you reject any or part of the following.

2. This raffle is licensed and regulated by the Gambling Commission under the Gambling Act 2005; Licence No. 000-039939-N-319913-009 in accordance with the Gambling Act 2005.

3. The responsible person is Martin Edwards who may be contacted at the address at the end of this document. The responsible person is not eligible to enter the raffle.

4. Each entry into the raffle costs £5, and only all participants who have paid the donation before the commencement of the draw will be eligible and have equal chance to win a prize.

5. Each seperate £5 donation will be counted as one entry into the draw. You can enter the draw as many times as you like by making separate £5 donations.

6. To enter the draw you must be aged 16 years or over. It is an offence for anyone under the age of 16 years to participate in a raffle. The Charity will, where appropriate, carry out checks to verify this requirement, if necessary including seeking confirmation from relevant agencies that can provide such information.

7. Should a prize winner be found to be under the age of 16 we will refund their money and withhold the prize, additionally the charity reserves the right to reclaim any prizes issued in error.

8. The draw will be made by a random number generator and will be witnessed by two people. 

9. Where applicable, winners will receive their prizes by post, addressed to the details of the person who made the donation. Winners do not have to make a claim and the prizes will be posted automatically. The winner will be notified by telephone and/or email.

10. All participants in the draw are responsible for providing the charity with up to date contact details. The Charity will not be liable for any loss incurred by the entrant caused by the failure of the entrant to inform the Charity of any changes or errors to their details.

11. The Charity will comply with all Data Protection Act requirements to protect your personal data. Any individual has the right to request information held about them. To gain access to this information, please contact the responsible person for the raffle at the end of this document.

12. The Charity cannot accept liability for the loss of, delays in or theft of any communication sent by post, email or fax; nor for any delays in the banking system.


13. Complaints and Disputes Procedure

In the event that a customer has encountered a problem or has a concern to raise in respect of the raffle, then the Charity advises the customer to contact the office on 01202 644220 or by post to:
Julia’s House Barclays House 1 Wimborne Road Poole Dorset BH15 2BB

Telephone Complaint: Stage 1

The Charity will ensure all complaints are recorded and documented. At the point of which a complaint is received we will take the following information:

  • Your name 
  • Telephone number 
  • Email address 
  • Postal address 

The date, nature and a brief outline of the complaint.

The complaint receiver will explain that your complaint or concerns will be passed onto the responsible person or other suitably appointed person, for their urgent attention and that they will contact you personally to investigate the complaint or dispute.

Contact will normally be made within 24 working hours. The Charity will take time to listen to you and take a more detailed description of the complaint or dispute. We will attempt to deal with your problem or concern over the telephone where possible. If this is not possible, the responsible person or other suitable appointed person will explain to you what investigations and actions will take place relating to their concerns and that we will formally respond to you with the outcome and actions taken within 10 working days of the problem or concern being raised.

You will be asked if you are happy with what is suggested and also that you understand the procedure. If necessary, the responsible person or other suitably appointed person will assure you that your personal details will not be revealed –this is sometimes necessary if a complaint is received about a member of the canvassing or fundraising teams.

Once the responsible person or other suitable appointed person has established the facts concerning the complaint or dispute you will be contacted and informed of the results of the enquiry and what actions have been taken.
All complaints are logged on the complaints log sheet, detailing the individual’s contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.

Written Complaint: Stage 1

Written complaints should include the following information:

  • Nature of the complaint 
  • Date that the incident happened 
  • People you have previously contacted 
  • What you would like us to do to put things right

We will issue a written acknowledgement of the complaint within 48 hours of receipt.

All details will be entered onto our internal complaints log at this point.

From the date of acknowledgement, we will aim to complete our enquiries and resolve the complaint to your satisfaction within 10 working days. During this time, we will complete our investigations and respond formally in writing to you giving details of the outcomes to our investigation.

All complaints are logged on the complaints log sheet, detailing the individual’s contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.

Complaints Stage 2

If after Stage 1 you feel that our outcomes and resolutions have not reasonably met your expectations, we request that you put your complaint in writing to:
The Development Director Julia’s House Barclays House 1 Wimborne Road Poole Dorset BH15 2BB

We will acknowledge receipt within 48 hours and log all details onto the Complaints Log.

The complaint and outcomes will then be further reviewed and a formal response will be made in writing within 10 working days of acknowledgement.

Complaints Stage 3

If after Stage 2 you still feel that our outcomes and resolutions have not reasonably met your expectations, we request that you forward your complaint in writing to:
The Chief Executive Julia’s House Barclays House 1 Wimborne Road Poole Dorset BH15 2BB

We will acknowledge receipt within 48 hours and log all details onto the Complaints Log.

The complaint and outcomes will then be further reviewed and a formal response will be made in writing within 10 working days of acknowledgement.

Complaints Stage 4

If after Stage 3 you feel that our outcomes and resolutions have still not reasonably met your expectations, we request that you forward your complaint in writing to:
The Board of Trustees Julia’s House Barclays House 1 Wimborne Road Poole Dorset BH15 2BB

We will acknowledge receipt within 48 hours and log all details onto the Complaints Log.

The complaint and outcomes will then be further reviewed and a final formal response will be made in writing within 28 working days of acknowledgement.

Complaints Stage 5

In the event that after stage 4 a written complaint cannot be resolved by the lottery team or representatives of the Charity; the Charity will provide free third party arbitration via IBAS.
Independent Betting and Adjudication Service PO Box 62639 London EC3P 3AS
Telephone: 020 7347 5883
Fax: 202 7347 5882
Email: adjudication@ibas-uk.co.uk

A copy of this complaints procedure is available to all customers on request. Any complaints or disputes that are not resolved by this complaints procedure are referred to the Independent Betting and Adjudication Service.

The complaints log sheets and written complaints will be kept on file for 3 years.

14. If you are gambling more than you want to or are concerned that an individual may be a problem gambler, advice is available at www.gamcare.org.uk or contact the national telephone helpline free on 0808 8020 133 from 8am to midnight seven days a week.


15. The Charity reserves the right to make changes to these rules and will publish any changes 28 days in advance on the charity website, as required by law.

The Responsible Person: Martin Edwards
Registered address: Julia’s House Ltd 27 Vicarage Road Verwood Dorset BH31 6DR Telephone 01202 644220 Registered Charity No. 1067125 Gambling Commission License Number, 000-039939-N-319913-006

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