Self-exclusion policy

Wiltshire Air Ambulance Charitable Trust (“charity”) has procedures in place allowing an individual to self-exclude for a length of time - usually between the minimum of six months and a maximum of twelve months and will take all reasonable steps to refuse service or to otherwise prevent an individual who has entered a self-exclusion agreement from participating in gambling.

A customer who has followed the procedure to request self-exclusion will be refused service and prevented from gambling with the charity. A request for self-exclusion will be available with immediate effect and with no “cooling off” period.

The charity will also take steps to ensure these individuals are not contacted directly by the company for any marketing reasons.

An individual when requesting self-exclusion will be informed as to what self-exclusion is and will be provided information on gambling support agencies.

The main being: www.gamcare.org.uk or telephone 0845 600 0133
www.gambleaware.org.uk

Requests for self-exclusion may be accepted in writing to:

Wiltshire Air Ambulance
Outmarsh
Semington
Wiltshire
BA14 6JX

or via email at hello@wiltstshireairambulance.co.uk 
or via telephone on 01225 300536

A refund will be made to the individual if any monies are still held on account by us.

Where an individual has paid by cheque, the amount from the last draw they were entered into, to the end date of their subscription will be refunded by cheque within 10 working days.

Where an individual pays by Standing Order, they will have to contact their banks directly to cancel the Standing Order and we will refund them by cheque each month until such time as the Standing Order has been cancelled.

During the period of self-exclusion, they will in no way be entered into any The charity draw, even if the individual has failed to cancel their Standing Order.

After the self-exclusion period ends, if the individual chooses to renew their subscription, we request that the individual request in writing that they wish to be removed from the self-exclusion register.

Once we receive this letter we will wait a further six months before allowing them to gamble with us again.

The individual must be the one to take positive action to gamble again and no contact will be made by the charity until contact has been made by that individual.

Procedure

Request by telephone:

Member

• Discuss our policy with the individual ensuring that they understand what the details of our policy are.
• Discuss the help that is available to them.
• Discuss that if they pay by Standing Order with us then they must go to their bank to cancel it, and any monies we may have received will be refunded to them by cheque. If they have paid by cheque explain that they will receive a refund for the draws they will not be entered into.

System

• Register the individual on the self-exclusion section of the system ensuring that the mailings will be blocked and their membership is cancelled.
• Check to see if any monies are owing to the individual and refund them as appropriate.
• Send confirmation letter of self-exclusion with a copy of the policy to the individual in post.

Request in writing:

• Register the individual on the self-exclusion section of the system ensuring that the mailings will be blocked and their membership is cancelled.
• Check to see if any monies are owing to the individual and refund them as appropriate.
• Send confirmation letter of self-exclusion with a copy of the policy in the post.