Complaints Policy and Procedure

March 2023

Introduction

The Labour Party is committed to ensuring that anyone taking part in the Labour Lottery is satisfied with the process and outcome. In the event that any player feels the need to complain, we have put in place appropriate policies and procedures for accepting and handling complaints and disputes in a timely, fair, open and transparent manner.

This Policy sets out how complaints will be dealt with, ensuring concerns raised are considered and any resulting changes or improvements made, where required. The Policy seeks to address the need for clarity and transparency in relation to how the Labour Party handles complaints related to the Labour Lottery. Its purpose is to ensure a consistent, clear and focused approach is taken in the handling of Lottery-related complaints.

In the event of an unresolved complaint, arrangements are in place for the player to refer the complaint to a Gambling Commission approved ADR, details for which are contained in this policy.

Fairness is at the heart of everything we do in the Labour Party, and a robust procedure for dealing with complaints is vital in order to ensure all our members are treated fairly. We hope you won’t have cause for complaint, but if you do we aim to deal with the concern in a prompt, transparent and fair manner.

Scope of policy

We define a complaint as an expression of dissatisfaction made to us by any means, about any aspect of the way we conduct the activities for which we hold a lottery licence. For example, a complaint:

  • about the outcome of a lottery
  • about the way a lottery has been managed
  • communications relating to a lottery
  • that concerns the way we carry out our business in relation to the three licensing objectives:
    • preventing gambling from being a source of crime or disorder, being associated with crime or disorder, or being used to support crime o ensuring that gambling is conducted in a fair and open way o protecting children and other vulnerable persons from being harmed or exploited by gambling

We believe dealing effectively with all such complaints is essential to ensuring we have an open and transparent commitment to Labour values and we can continue to learn and improve. This policy applies to supporters, visitors, our local communities, etc. who feel the need to raise a complaint about our lottery activities, lottery service delivery and/ or lottery communications.

Linked Policies & Procedures

Details on how to make a complaint to the Labour Party about anything that does not relate to participation in the Lottery can be found here: https://labour.org.uk/complaints/

Policy

The Labour Party takes complaints seriously and we will assess every complaint received and take action as needed. Through the effective handling of complaints we aim to ensure the rules and values of the party are upheld.Sometimes we get things wrong, and when we do we would like you to let us know that you’re unhappy. We value your feedback and welcome the opportunity to respond.

  • Above all, we aim to resolve all complaints agreeably and efficiently.
  • We will endeavour to provide a fair complaints procedure that is easy to access, clear, and simple to use.
  • We will be honest in our dealings with your complaint and ensure complaints are investigated thoroughly.
  • We are committed to learning from complaints and will take action to improve.
  • We will provide access to a Gambling Commission approved Alternate Dispute Resolution provider for free, in the event you feel your complaint has not been dealt with to your satisfaction.

Complaints Procedure

We will aim to deal with all complaints within 8 weeks of receipt, as outlined in the diagram below.

Complaints should be sent by email to [email protected]

You may also submit complaints by post by writing to Labour Lottery, Complaints Team at The Labour Party, Labour Central, Kings Manor, Newcastle upon Tyne, NE1 6PA. All complaints received by email will receive an email acknowledgement as soon as reasonably possible and within 3 working days of receiving the complaint. In all cases, the Lottery team will assess your complaint, to ensure it is something related to the Labour Lottery that we need to investigate. Following that assessment we will either inform you that your complaint cannot be considered under the Labour Lottery Complaints Policy and if applicable advise you whether the matter may be considered under the general Labour Complaints Policy, or we will proceed to conduct a full investigation of your complaint under the Labour Lottery Complaints Policy.

Once we have concluded this investigation, we will be in touch by email with an outcome. If you are dissatisfied with our response, you may ask us to re-consider our decision based on any new information you are able to provide in response to our decision. Should that be the case, we will reopen the investigation taking into account your response and any new information available, and send you a further, final outcome by email.

If you are unhappy with this final outcome of your complaint, please contact the third dispute resolver, appointed by the Labour Party and provided free of charge.The nominated independent dispute resolution service is:

  • ADR Group1st Floor83 High StreetRayleighSS6 7EJ
  • Tel: 020 3600 5050

Record Keeping

The Labour Party will retain records of any complaints and disputes addressed under this policy which may be disclosed to the Gambling Commission for regulatory purposes.

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