Coeliac UK's Raffle Policy
Is your gambling becoming a problem?
Protection of Children and the Vulnerable regarding Draws/Raffles
Policy for Fair and Open Draws
The Promotion of Responsible Gambling
Coeliac UK's Complaints Policy for Draws/Raffles
Law and Disorder Policy for Conducting Draws/Raffles
Queries and Complaints Procedure for Participants of our Draws/Raffles to follow
Is your gambling becoming a problem?
The majority of people do gamble responsibly. It may help you to keep your gambling under control by keeping the following in mind:
- You're buying for fun, not investing your money
- Before playing, set strict limits on how much time and money you're going to spend
- Quit while you're ahead
- Only gamble with money you can afford to lose
- Don't spend more money on gambling in the hope of winning back money that you have lost
- Keep up other interests and hobbies - don't let gambling take over your life
- Don't gamble in order to escape from stress or boredom
- Gambling in moderation is okay
For some, however, gambling can become a problem. If you are concerned about your gambling and feel it is taking over your life, or if you are concerned for a friend or relative, then the following questions may give you some guidance.
- Have others ever criticised your gambling?
- Have you ever lied to cover up the amount you have gambled or time you have spent doing it?
- Do arguments, frustrations or disappointments make you want to gamble?
- Do you gamble alone for long periods?
- Do you stay away from work or college to gamble?
- Do you gamble to escape from a boring or unhappy life?
- Are you reluctant to spend 'gambling money' on anything else?
- Have you lost interest in your family, friends or pastimes due to gambling?
- After losing, do you feel you must try to win back your losses as soon as possible?
- When gambling and you run out of money, do you feel lost and in despair and need to gamble again as soon as possible?
- Do you gamble until your last penny is gone?
- Have you lied, stolen or borrowed just to get money to gamble or to pay gambling debts?
- Do you feel depressed or even suicidal because of your gambling?
If you feel you are answering 'yes' to most of the above questions, then it is likely a gambling problem exists.
For friendly and helpful advice from trained counsellors, call the GamCare helpline on 0845 6000 133. The helpline is open 24 hours a day. Sometimes just telling someone about your problem can be a relief and it is the first step towards dealing with your problem. You can also visit the GamCare website for more information and advice.
Protection of Children and the Vulnerable regarding Draws/Raffles
Coeliac UK has put the following procedures in place in line with our policy to prevent under age participants in any Draws promoted by ourselves.
We ensure that all data we use from our existing database, for the purpose of supplying Draw tickets, excludes anyone under the legal age limit of 16 years.
Should we ever use cold data to recruit participants for our Draws, we would ensure that all persons under the age of 16 are excluded.
- The minimum age for play is detailed on the back of all our tickets and entry forms.
- Any participant who provides dishonest information regarding their age will automatically forfeit the right to any prize. This fact is also stated on the reverse.
- Any participant who is found to be under 16 years of age will have any monies paid for their Draw tickets returned to them.
- In the event that we receive a request from a vulnerable person's carer, or indeed any other person to whom we have sent Draw tickets, that they do not wish to be part of any future Draw, we will record this information and act upon it. Should the person have been sent one of our Draw packs as a result of their details being supplied to us through a cold list, we will make every effort to have that person's details removed from the list owner's mailing records.
Policy for Fair and Open Draws
- The External Lottery Manager, Charity Funding and Promotion (CFP) of 23 Grove Park, White Waltham, Maidenhead, Berks SL6 3LW , tel. 01628 828283, conducts all of our Draws in plain sight of their staff and designated staff from Coeliac UK.
- Draws are conducted at random, using either a random number generator or using a blind draw.
- Winners are informed by Coeliac UK at the earliest opportunity and permission gained or otherwise regarding publicity. We then publish certain details only (so the winners are not traceable by the public) on our website. This information is also available in writing, on request.
- Rules are to be published on our website, on entry forms and the reverse of raffle tickets.
- Printed versions of rules are available on request.
- We have a Queries and Complaints Procedure in place.
The Promotion of Responsible Gambling
Coeliac UK has put in place the following procedures in line with our policy to encourage people to gamble responsibly and to seek help, should gambling become a problem.
- We will ensure that the GamCare helpline number and website address is included on all tickets and entry forms to our Draws/Raffles.
- Our website will incorporate all our policies and procedures about our Draws. Within this section we will display the pages about responsible gambling and include the GamCare's helpline and website details for people to refer to, should they need further help with problem gambling.
- We will restrict the number of our Draw books that an individual receives to 5 for their own purchase of tickets. Should an individual wish to have more than 5 books in order to sell on tickets, we will make every effort to verify that this is in fact what happens. If it is proven that the individual has purchased extra books themselves, we will return their money and exclude their tickets from the Draw.
- We make it clear in writing that anyone who receives our Draw tickets may ignore them. If they do not wish to be included in any future Draws, this information can be captured on our database. Similarly, we will record their preferences for the number and timing of Draws they may wish to participate in annually and any particular request for the number of ticket books (up to 5).
Coeliac UK's Complaints Policy for Draws/Raffles
Coeliac UK recognises that, from time to time, a member of the public may have concerns about an issue regarding one of our Draws/Raffles in which they are buying or selling tickets. It is our policy to encourage free communication so that any difficulty may be resolved quickly.
We provide detailed information on the procedures that the public should follow in 'Queries and Complaints Procedures for Coeliac UK Draw Participants'. However, in the first instance, anyone who has a query or complaint should contact our External Lottery Manager, who runs the Draws on our behalf - Charity Funding and Promotion (CFP) of 23 Grove Park, White Waltham, Maidenhead, Berks SL6 3LW, tel. no. 01628 828283. We ask anyone who is not satisfied with the initial response they receive from CFP, to telephone Coeliac UK's Fundraising Manager.
It is only in situations where an informal discussion of a complaint or problem has failed to bring about a satisfactory solution, that a more formal complaint procedure should be used. In this case, the query or complaint should be conveyed in writing to Sarah Sleet, our Chief Executive at Coeliac UK, Suites A-D, Octagon Court, High Wycombe, Bucks HP11 2HS.
Our Chief Executive will acknowledge the complaint in writing within 48 hours of receipt and begin an investigation. Every effort will be made to complete this investigation within seven days of receipt. Our Chief Executive will then contact the person with the findings, recommendations and/or proposed actions.
In the unlikely event of no agreement being reached between our Chief Executive and the person, the query or complaint will be forwarded to our voluntary Board of Governors for their consideration. Only the Chief Executive or the Board of Governors has the authority to agree a resolution, once the formal complaints procedure has been instigated.
Coeliac UK's Law and Disorder Policy for Conducting Draws/Raffles
- Coeliac UK conducts their Draws/Raffles with a registered External Lottery Manager, currently Charity Funding and Promotion (CFP) of 23 Grove Park, White Waltham, Maidenhead, Berks SL6 3LW , tel. 01628 828283.
- CFP keeps a record of all tickets that have been distributed.
- CFP and Coeliac UK are able to provide information regarding any police checks that may have been carried out on relevant staff. They are able to provide contact information and details of any monies sent in for tickets received.
- CFP operates from secure premises, with fire safes in situ and use contractors such as Securicor.
- CFP processes all entries and handles all monies received for a Draw. However, CFP pays all monies directly into Coeliac UK's own bank account and issues matching banking reports on a weekly basis.
Queries and Complaints Procedure for Participants of our Draws/Raffles to follow
Step 1
If you have a complaint or query, in the first instance please write to or telephone our External Lottery Manager, who runs the Draws/raffles on our behalf. This is Charity Funding and Promotion (CFP) of 23 Grove Park, White Waltham, Maidenhead, Berks SL6 3LW, tel. no. 01628 828283.
At the time of the call, CFP will complete a complaint log sheet, which will detail your contact details, the name of the CFP advisor who received the complaint, the nature of the complaint and how the complaint was resolved. Your written complaint or query will similarly be recorded and be responded to within 48 hours of receipt.
The complaint log sheets will be kept on file for 3 years by our External Lottery Manager (CFP). All general queries will be logged by the External Lottery Manager (CFP) and held for future reference.
Step 2
If CFP is unable to resolve your complaint/query, they will log it and notify Coeliac UK. Our Fundraising Manager will contact you for an informal discussion in order to resolve the issue as quickly as possible. (See 'Coeliac UK's Queries and Complaints Policy').
Step 3
If the informal discussion fails to bring about a satisfactory solution, you are advised to make a formal written complaint, to Sarah Sleet, Chief Executive at Coeliac UK, Suites A-D, Octagon Court, High Wycombe, Bucks HP11 2HS. She will acknowledge your complaint in writing within 48 hours, complete any investigation within 7 days and subsequently contact you with the findings, recommendations and/or proposed actions.
Step 4
Should no resolution be reached between our Chief Executive and yourself, the complaint will be forwarded to our Board of Governors, who will make every attempt to acknowledge the issue within 48 hours and agree a resolution within 3 weeks (the Board of Governors are a voluntary body and thus reasonable time must be given to get them together).
