Complaints and disputes policy

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If you have a complaint we will investigate the complaint as follows:

Stage One

In the event that a supporter has encountered a problem or has a concern to raise in respect of the lottery, then Wiltshire Air Ambulance advises the customer to contact the office on 01225 300536, by emailing, or in writing to:

Mrs K Burke
Wiltshire Air Ambulance Charitable Trust
BA14 6JX

We will attempt to deal with the supporter’s problem or concern over the phone if possible. If this is not possible we will respond with the outcome and actions taken to the supporter within 10 working days of the problem or concern being raised.

If the complaint has been dealt with satisfactorily at this stage, at your request, we will formally record the details.

Stage Two

If you feel that after Stage One, that our outcomes and resolutions have not reasonably met your expectations, we request that you put your complaint in writing to:

Mrs R de la Bedoyere
Wiltshire Air Ambulance Charitable Trust
BA14 6JX

including the following information;
- Nature of the complaint
- Date that the incident happened
- People you have contacted
- What you would like us to do to put things right
- Once we have received your written complaint we will acknowledge receipt of your letter in writing within 48 hours.
- All details will be entered onto our internal complaints log at this point.
- From this date we will aim to complete our investigations within 10 working days of this
acknowledgment being sent. Our aim is to resolve the complaint to your satisfaction at this stage.

Stage Three

If, at the end of Stage Two, you feel that a satisfactory resolution has not been achieved, or cannot be resolved internally by the Society, then the matter can be referred by either party to IBAS (Independent Betting and Adjudication Service) for arbitration, as our preferred entity for Alternative Dispute Resolution (ADR).

Independent Betting and Adjudication Service
PO Box 62639
T: 020 7347 5883
F: 202 7347 5882

IBAS will act as impartial adjudicators in any disputes that have not been able to be resolved by Wiltshire Air Ambulance Charity lottery. WAACT will regard IBAS’s decision as binding.

We must pass on, the details of the Independent Betting Adjudication Service (IBAS), as our
preferred entity for Alternative Dispute Resolution (ADR).

We agree that the outcomes from IBAS are binding on both parties.