Customer Complaints Policy

Summary:

We want to resolve your complaints as soon as possible. Please email or arrange a call with our customer service team to discuss your complaint and we’ll do our best to fix any problems you may be having with our service, as soon as possible.

Our Responsibilities:

To provide an efficient, fair and structured mechanism for handling complaints.

To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.

To keep customers informed as to the progress of their complaint and the expected timeframe for resolution. 

We review our complaints quarterly so that we can improve our standard of customer service.

Handling Your Complaint: 

Upon receiving a complaint, we will acknowledge your matter via email within 2 business days. If your complaint is urgent, we will prioritise your complaint and attempt to resolve it within 10 working days. If we cannot, we will explain why and the reasons for taking longer. We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution. Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days. Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution. We will advise you of the outcome of your complaint. Where you have requested us to do so.

We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records that are more than 24 months old. Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days.

Step One:

If you have a complaint regarding any aspect of your product or dealings with the company, we urge you to email our Customer Service Team in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us. If you prefer to express your complaint over the phone, please email us first to arrange a time slot, this allows us to serve you best. We will respond to your email and will confirm any details and timings in the email. You can also make a complaint by using any of the other contact methods on our website, or please ask us if there is any other method you would like to use to send a complaint to us.

Step Two:

Complaints made to the company are overseen by our customer service resolution team. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 20 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe). If you are not satisfied with the response tendered to you, you may ask the Customer Service Resolution Team to escalate your complaint to a review by the Director. If so, we will try to make a Director available to address the complaint as soon as possible (depending on availability).

Step Three:

If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies:

You can call a helpline to get advice. They can also refer your complaint to local Trading Standards Officers who may then investigate on your behalf.

England and Wales

Contact Citizens Advice.

Citizens Advice Telephone: 0808 223 1133

Monday to Friday, 9am to 5pm

You may also obtain legal advice from your solicitor as an alternative avenue for resolution.

Please review our full Terms and Conditions Document for further clarification at www.lotterymachines.co.uk/terms-and-conditions.