The following is a document summarising Cerebra’s responsibilities under the Gambling Act 2005.
A requirement of the regulatory agency, The Gambling Commission, is that we are able to prove our awareness of our responsibilities to the public with regards to running a Lottery and to provide evidence that we are adhering to the guidelines surrounding the three main objectives of the Commission. This is to protect the general public, insofar as is possible, from problem gambling, crime committed because of gambling and from cheating and unfairness in gambling.
It includes our Social Responsibility Policy and various procedures held in place for running the Lottery. There is general information on how the Lottery is run, along with details of key members of staff and our complaints policy.
We reserve the right to amend these Terms and Conditions, or to amend and implement any procedures, at any time without prior notice to you. Such amendments will be implemented at the discretion of Cerebra and put into immediate effect. Such procedural changes will only be in response to the interests and security of members and competition entrants. Any changes will be notified on our website www.cerebra.org.uk.
Weekly Lottery – Terms and Conditions
Cerebra’s ‘Count Me In’ Weekly Lottery (“the lottery”) is being promoted by and on behalf of Cerebra, a charity registered in England 1089812 which operates as Cerebra (“the Charity”).
1. The Charity is registered with the Gambling Commission (www.gamblingcommission.gov.uk) to operate the Lottery.
2. The registered Responsible person for the Cerebra ‘Count Me In’ Weekly Lottery is Mark McArdle.
3. These Terms and Conditions are the Lottery Rules. By entering the Lottery, participants agree to be bound by these Terms and Conditions.
4. The Lottery is open to all residents of Great Britain who are aged 16 (sixteen) or over.
5. Any person found to be under 16 (sixteen) years of age automatically forfeits the right to any prize.
6. Underage gambling is an offence.
7. No member of Cerebra’s staff or their family may participate in the Lottery.
8. There is one prize for the Cerebra ‘Count Me In’ Weekly Lottery of £1,500.
9. When you purchase a ticket, a unique number will be generated, by random selection through secure computer software. This number will be issued to you by post. The number allocated will remain the same for the period of the person’s participation.
10. The letter you will receive from Cerebra indicating your unique number is not proof of entry in to the draw; however, the drawing of funds from your nominated bank account will constitute such proof.
11. All tickets are priced at £1.20 per week. Participants may purchase more than one ticket for each weekly draw and can enter up to 10 (ten) entries in the draw each week.
12. All participants acknowledge that their payment of £1.20 per ticket to enter the Lottery does not guarantee that they will win any prize.
13. Full payment for each ticket must be received in cleared funds before the ticket can be entered into the draw. Only tickets for which full payment has been received are eligible to win a prize.
14. Payment for Lottery tickets can be made by cheque, postal order, debit/credit card or Direct Debit.
15. The draw time for entries is every Thursday between 11am and 4pm. However, the Charity reserves the right to amend the draw time at is discretion.
16. The winning number for each draw will be chosen at random using a computerised system from all entries received by the closing date.
17. Each draw shall take place at Cerebra’s office.
18. The Charity reserves the right in exceptional and unforeseen circumstances to substitute the Lottery prize for a similar prize at the Charity’s absolute discretion.
19. The winner of the Lottery prize will be notified in the first instance by telephone and then by post or email. Participants can call Cerebra on 01267 244218 or visit the website www.cerebra.org.uk for a list of winners.
20. The Charity will send winners their prizes automatically. Tickets paid for by Direct Debit shall have the winning amount of £1,500 transferred via BACS to the entrant’s account from which the Direct Debit is paid from. In all other instances the prize will be paid by cheque.
21. By accepting the prize, the winner agrees to take part in promotional activity and the Charity reserves the right to use the name and location of the winner, and their photograph (if available), in any publicity.
22. All participants are solely responsible for providing and (where necessary) updating the Charity with their accurate and up-to-date contact details and the Charity will be in no way liable for any failure or inability to contact any participant due to any errors, omissions or inaccuracies in the contact details that the participant has provided.
23. The Charity shall not be liable to any participant for any loss or damage suffered or arising from: any delays or failures in the postal service or other delivery methods used by the Charity or the participant;
- any delays or failures in the banking system used by the Charity or the participant;
- any refusal by the Charity to accept an individual’s entry or the cancellation of an entry;
- any event beyond the reasonable control of the Charity.
24. Any prize not claimed within six months will be treated as a donation – thank you.
25. The Charity is committed to protecting the privacy of participants. Personal information that is collected from participants is used lawfully in accordance with the Data Protection Act 1998. As well as processing your Lottery entries, the Charity may also use your information to notify you of activities and/or events organised by the Charity which may be of interest to you. In providing your information to the Charity, you consent to the Charity using your information for these purposes. If you do not wish the Charity to contact you in this way, please write to us at: ‘Count Me In’ Lottery Manager, Cerebra, Second Floor Offices, The Lyric Building, King Street, Carmarthen, SA31 1BD.
26. The Charity reserves the right to:
- disqualify or decline to accept the entry of any participant if it has reasonable grounds to believe the participant has breached any of these Rules or otherwise acted fraudulently;
- terminate or suspend the Lottery for reasons beyond its reasonable control; or
- amend these Rules at any time. If the Charity does this, it will bring the amendments to the attention of participants by publishing the amended rules on it’s website, www.cerebra.org.uk.
27. In the event of a dispute regarding the Lottery, the registered Responsible Person’s decision will be final and no correspondence will be entered in to.
28. Each participant should print and retain a copy of these Rules for their reference.
29. This Lottery is a form of gambling. Participants are encouraged to gamble sensibly. Please read our Responsible gaming guidelines or visit the GamCare website for more information on Problem Gambling.
30. The Laws of England and Wales shall govern the interpretation and/or enforcement of these Rules, the Charity and all participants hereby submit to the exclusive jurisdiction of the courts.
31. Any complaints relating to the Lottery should be sent in writing to: The ‘Count Me In’ Lottery Manager, Cerebra, Second Floor Offices, The Lyric Building, King Street, Carmarthen, SA31 1BD or email the Lottery Manager, Sharon Bowen at SharonB@cerebra.org.uk giving full details of the complaint and supporting documentation. All complaints will be dealt with in accordance with our complaints policy.
32. To the extent permitted by law, Cerebra excludes any liability for loss or damage incurred by any winner of a lottery prize in connection with or arising from the use of the Lottery prizes or participation in the Lottery.
Our prize can vary at any time but will always be updated in the corresponding promotions. Our prize is not interchangeable. Winners may be notified by telephone and will also be notified by in writing within 28 days of winning. A full list of winners will be displayed on the corresponding Cerebra Lottery webpage and can also be obtained by emailing SharonB@Cerebra.org.uk.
Cerebra Raffle – Summer & Christmas
These Terms and Conditions are the Raffle Rules. By entering the raffle, entrants agree to be bound by these rules.
1. For the purpose of the Gambling Act 2005, this raffle is defined as a ‘Society Lottery’.
2. This Raffle is being promoted by and on behalf of Cerebra, a charity registered in England 1089812 which operates as Cerebra (“the Charity”).
3. To enter the Raffle, players must purchase one or more raffle tickets. Each ticket is unique and has a serial number. This serial number is used to determine the winner.
4. To enter the Raffle you must be a resident of the UK and aged 16 (sixteen) or over. No ticket can be sold to, on behalf of, or for a person under the age of 16 (sixteen) years.
5. If a ticket is sold unknowingly to, on behalf of, or for a person under the age of 16 (sixteen), they will be exempt from the Raffle and will forfeit the prize.
6. Underage gambling is an offence.
7. Trustees and employees of Cerebra, and members of their household, are ineligible to enter this Raffle. Any tickets bought in the name of Cerebra trustees, employees or members of their household will be rejected from the draw and considered as donations to Cerebra.
8. Payments for participants in the Raffle can be made by cheques, postal order, credit/debit cards or cash. There is no facility to buy tickets online.
9. The prizes are guaranteed to be at least to the value of those listed below. From time to time, the volume of value of the prizes may increase on a draw by draw basis.
- 1st Prize: £5,000
- 2nd Prize: £1,500
- 3rd Prize: £500
- 10 runner up prizes of £100
10. If a cash prize is awarded this will be made by cheque in the name of the entrant only.
11. All ticket stubs must be returned as instructed by the publicised closing date in order to gain entry into the Raffle. All late entries received after the closing date will be voided and the monies received for these entries will be treated as a cash donation to Cerebra. Cerebra will not be held responsible for any lost, late or incorrectly formatted entries.
12. Full payment for each ticket must be received either in the form of cash or cleared funds before the ticket can be entered into the draw. Only tickets for which full payment has been received either in the form of cash or cleared funds are eligible to win the prize.
13. All tickets shall be priced at £1. Raffle entry sales are final and no refunds shall be made at any time. All entrants acknowledge that their payment of £1 per ticket to enter the Raffle does not guarantee that they will win any prize.
14. By entering the Raffle, entrants agree that if they win, their titles, surnames and home counties will be published on the website and potentially other promotional material. We also request winners to complete a winner questionnaire and return a photo of themselves to use on future promotional material. Should this be returned to Cerebra the permission to use it can be withdrawn at any time by a winner by emailing firstname.lastname@example.org or writing to Mark McArdle, Cerebra, Second Floor Offices, The Lyric Building, King Street, Carmarthen, SA31 1BD.
15. All proceeds go to Cerebra.
16. The draw for the prizes will be made at our offices on the date publicised. The Charity reserves the right to change the location of the draw without prior notice.
17. All ticket stubs will be held securely until the date of the draw. Winning tickets will be determined by a random process in a secure environment and in the presence of an adjudicator. The order of determination of the winning tickets will determine the order of prizes allocated (i.e. the first ticket drawn wins the first prize and so on). Please note: it is not possible to predict the chances of winning a prize as this is not a ‘fixed odds’ raffle. You do not need to be present at the draw to win the raffle. A list of winners will appear on our website www.cerebra.org.uk or are available by phoning our Raffle line 01267 242554 (Monday to Friday 9am to 5:00pm). You can also request a list of winners by emailing email@example.com.
18. The winners of the Raffle prizes will be notified by letter and we will attempt to contact the first, second and third prize winners by phone. If we do not have these details we will send any prizes/cheques by first class post. A list of winners will also be published on the Raffle webpage at www.cerebra.org.uk two weeks after the draw date. Please keep the ticket number as proof of purchase.
19. Where Cerebra is unable to contact a prize winner so that a prize remains unclaimed for six months following Cerebra’s first attempt to notify the prize winner, Cerebra may apply the prize as it sees fit, including by re-offering the prize in future raffles.
20. Cerebra shall not be liable to the participant for any loss or damage suffered or arising from:
- Any delays or failures in the postal service or other delivery methods used by Cerebra or the participant from time to time.
- Any delays or failures in any software or other systems used by Cerebra for the administration of the Raffle.
- Any delays or failures in the Banking system used by Cerebra or the participant.
- Any failure to enter a chance into the draw.
- Any event beyond the reasonable control of Cerebra.
21. Cerebra accepts no liability for loss, theft or delay and is not liable for any late bank payments.
22. In the event of an error, howsoever caused, whether a printing error or otherwise and whether obvious or otherwise, which affects the competition in any way; the Charity reserve the right to administer the game as though the error never occurred. Where the Charity deem it appropriate and/or feasible Cerebra will notify entrants of the error.
23. There are no alternatives to the cash prize where cash is the only prize on offer and no interest is payable.
24. All entrants are solely responsible for providing Cerebra with their accurate and up-to-date contact details and Cerebra will be in no way liable for any failure or inability to contact any entrant due to any errors, omissions or inaccuracies in the contact details that the entrant has provided. In the event that an entrant changes their contact details, they will be solely responsible for advising Cerebra of the change.
25. Any complaints relating to the Raffle should be sent in writing to: Cerebra Raffle Team, Cerebra, Second Floor Offices, The Lyric Building, King Street, Carmarthen, SA31 1BD or email firstname.lastname@example.org giving full details of the complaint and supporting documentation. All complaints will be dealt with in accordance with our complaints policy.
26. Cerebra is committed to protecting the supporter’s privacy. Data that is collected from the supporter is used lawfully in accordance with the Data Protection Act 1998 and is used solely for the purpose of processing raffle chances, subsequent entry into the raffle draw, and informing winners that they have won a prize. Unless otherwise indicated by you, Cerebra may occasionally send you information via email, post or phone to keep you up to date with our work, future fundraising opportunities and other ways in which you can support us. Should you wish to change your preferences at any time you can contact our Fundraising Team on 01267 244206 (Monday to Friday 9am to 5:00pm)
27. Any supporter has the right to access the information held about them. To obtain this information, please contact Cerebra in writing.
28. In the event of any dispute regarding the rules, the decision of Cerebra shall be final and no correspondence or discussion shall be entered into.
29. Cerebra reserves the right to amend these rules at any time. If Cerebra does this, it will publish the amended rules.
30. Cerebra has the right to change or update the Raffle rules and/or prize fund at its discretion and raffle participants are invited to regularly check the website for updates. Any changes will be made available at www.cerebra.org.uk/termsandconditions and will be available upon request from Cerebra’s Fundraising team.
31. Cerebra reserves the right to disqualify any entrant if it has reasonable grounds to believe the entrant breached any of these rules.
32. Cerebra shall not be liable to you in contract, tort, and negligence or otherwise for any indirect or consequential loss suffered by you in relation to your participation in the raffle (including loss of the opportunity to enter the raffle and/or the chance of winning a prize).
33. Each entrant should retain a copy of these Terms and Conditions for their reference.
34. This Raffle is a form of gambling. Participants are encouraged to gamble sensibly. Should gambling become a problem we recommend you contact the Gamble Aware helpline 0808 8020 133 (8am to midnight, seven days a week) or visit their website www.begambleaware.org. Alternatively, contact GamCare, the National Gambling Helpline offering free, impartial and confidential advice and support about a gambling problem, Freephone 0808 8020 133 or visit their website: www.gamcare.org.uk.
35. A written copy of these rules may be obtained by sending a stamped addressed envelope to Cerebra Raffle Team, Cerebra, Second Floor Offices, The Lyric Building, King Street, Carmarthen, SA31 1BD.
36. The Laws of England and Wales shall govern the interpretation and/or enforcement of these Terms and Conditions and Cerebra and all entrants hereby submit to the exclusive jurisdiction of the courts.
37. Each Raffle draw has a publicised closing date. All entries received after this date will be accepted as donations. Thank you.
Cerebra General & Socially Responsible Gambling Policy
Cerebra operates a Weekly Lottery and twice yearly Raffles for the general public across Great Britain, for the sole purpose of raising funds for Cerebra, a charity registered in England & Wales (1089812).
Cerebra is obligated to ensuring that the Lottery and Raffle is operated in a secure, fair and socially responsible way and to recommend responsible gambling amongst its members and supporters.
The Gambling Commission regulates gambling in the public interest. The regulatory framework introduced by the Gambling Act 2005 is based on three licensing objectives:
i. Preventing gambling from being a source of crime and disorder, being associated with crime and disorder, or being used to support crime;
ii. Ensuring that gambling is conducted in a fair and open way;
iii. Protecting children and other vulnerable persons from being harmed or exploited by gambling.
This document sets our Cerebra’s policies and approach to promoting the Cerebra Weekly Lottery and Raffles in a socially responsible way. This policy is also available to members of the public.
This document sets out Cerebra’s policies and approach to ensuring we approach any gambling activities in a socially responsible way.
- Ensure that an identified individual within Cerebra is charged with ensuring that any Cerebra game complies with the Gambling Commission’s guidelines and regulations and the terms of any licences issued and acts as the Responsible Person.
- Proactively ensure that all employees directly associated with the document and are sufficiently trained to operate or participate in operating games in a Socially Responsible manner.
- Further develop this document in the light of future developments that might arise, particularly any further amendments to the Licencing conditions and Codes of Practice.
- Further, Cerebra will ensure that its Weekly Lottery and Raffles and the processes and procedures used to manage its games conform to our published policies with regard to cash handling, income processing, money laundering, staff selection (including DBS checks, where necessary), data protection and freedom of information.
Preventing gambling from being a source of crime and disorder
- Refuse to contract with potential suppliers or providers of Games if the charity has any uncertainties regarding any potential or actual criminal activities that may be associated with any individual or organisation.
- Refuse to be associated with the proposed structure and operation of any potential Games scheme or other gambling activity that could potentially breach the law.
- Utilise preferred suppliers of reputable status, taking into account previous experience, personal recommendations or subsequent investigations and analysis by the charity.
- Take up the references offered by prospective employees and volunteers, particularly for Finance and Administration staff.
- Maintain on-going monitoring of all staff, particularly with a view to their direct or indirect association with potential criminal activities, inclusive of restricted access to charity buildings and premises, passwords, safes, key safes, locked cupboards, computer networks and Internet access.
- Monitor all staff responsible for cash handling and Game payment processing.
- Refuse to enrol any potential Game Member into any Cerebra Game scheme, if the charity has any uncertainties regarding any potential or actual criminal activities that a potential or current Game Member may be associated with.
- Cancel the membership or participation of any Game Member of whom we suspect criminal or fraudulent activity in relation to their Game participation.
- Record any incidents of suspected fraudulent or criminal behaviour, with relation to the game, for future reference.
- Communicate in writing with new and current Game Members, in order to keep them advised regarding their Game membership status and in particular regarding procedures associated with Game payments.
- Maintain independent cross checking and monitoring of all staff, particularly those with responsibility for cash handling and Game payment processing, by colleagues and staff from other departments.
- Endeavour to confirm the legitimacy of any potential Game members who wish to take out more than ten tickets at any one time.
- Call the police if criminal activities are suspected.
Ensuring that gambling is conducted in a fair and open way
- Investigate any possible disputes over winnings promptly and notify all parties involved in the dispute of the findings.
- Various Winners lists will be published on Cerebra websites (and retained for a period of at least 6 months following the date of the respective draw) and made available to participants in writing on request.
- Ensure that all Cerebra Games utilise a strict set of rules, which will be approved by the Charity. These rules will be reviewed typically on an annual basis and will be permanently available to all potential and actual Game members.
- Always make the very best endeavours to ensure that any Game entries e.g. New Members’ applications or renewal payments, received in the current week actually play in that week’s Game.
- Monitor standard written communications between the charity and the Game members on at least an annual basis, even if Game scheme changes since the previous upgrade were not expected to have required any changes to the standard letters.
- Informally monitor non-standard written communications and verbal communication between staff and Game members.
- Publish rules for our Games on our website and the reverse of Game tickets. All entry forms will carry information on obtaining the full set of terms and conditions for the relevant Game.
- Make available printed versions of rules and terms and conditions on request.
- In the event of a complaint or dispute about winnings, our Fundraising Complaints Procedure is followed. Upon escalation, should the complaint or dispute not be resolved, we will seek the assistance of the independent arbitration service offered through our Lotteries Council membership.
- All breaches of the Gambling Act (2005) and the Licencing Conditions & Codes of Practice will be kept by the Responsible Person.
Ensuring that children and other vulnerable persons will be protected from being harmed or exploited by gambling
- Ensure that all forms of Game membership application e.g. paper based or electronic Game Application Forms, contain a prominent declaration statement to the effect that the prospective member is 16 years or over. The minimum age for play will be detailed on all tickets and entry forms.
- Reserve the right to ask for proof of age from any customer, and customer accounts may be suspended until satisfactory proof of age is provided. If for whatever reason, any individual suspected of being under the age of 16 upon winning, will need to provide proof of their age or any winnings will be forfeited.
- Ensure that the rules for Games adequately and effectively advertise the legal age limits.
- Require all sales staff to ask new Game members to confirm that they are over the age of 16 before continuing their application.
- Advise all staff to politely refuse to accept any Game entries from children who have been discovered to be under 16, explaining that the operation of the Game is covered in law by the Gambling Act 2005, which prevents any person under that age from taking part in any gambling activities.
- Informally monitor non-standard written communications and verbal communication between staff and children who have been discovered to be under 16.
- Ensure that all data used from our existing database for the purpose of supplying Game tickets excludes anyone under the legal age limit of 16 years.
- Any participant who provides dishonest information regarding their age will automatically forfeit the right to any prize.
- Any participant who is found to be under 16 years of age will have any monies paid for their Game tickets returned to them.
- All attempted breaches of underage gambling will be recorded.
- Ensure that all staff involved with Games are aware of vulnerable adults, such as those with limited comprehension; Alzheimer’s or learning difficulties. Cerebra staff will be trained to ensure that the purchaser is fully aware of any commitment they are entering in to by agreeing to join the Lottery or buy Raffle tickets and in case of any doubt the duty manager should be consulted either during or immediately after the call.
- If there is an uncertainty about the age of the supporter; the purchase over the phone will be refused and the supporter will be asked to join via post providing proof of age.
The promotion of socially responsible gambling
- Remain committed to financially supporting efforts to tackle problem gambling, through continued membership of the Lotteries Council, which makes a contribution to the Responsible Gambling Trust on behalf of all members. The Responsible Gambling Trust raises funds to support its research, education, and the treatment of problem gambling.
- Ensure that all forms of Game membership application e.g. paper based or electronic Game Application Forms, contain information about places to get help for problem gambling from.
- Ensure that the rules for Games adequately and effectively provide information about where people can get help for problem gambling from.
- Ensure that all paid up entries into a Game receive an equal chance of winning.
- Advise all staff involved in Game promotion to politely refuse to accept any Game entries from suspected problem gamblers and ensure that all staff involved in Game promotion know where suspected problem gamblers can get assistance from.
- Advise staff to postpone potential acceptance of any Game entries from prospective Game members who are suspected of being under the influence of drink or drugs or who are incoherent and potentially senile, or indeed potentially suffering from a mentally related illness. Staff could for example advise potential Game members to complete an Application Form later, at their leisure, possibly utilising the help of a family friend or relative.
- Informally monitor non-standard written communications and verbal communication between staff and suspected problem gamblers, or those suspected of being under the influence of drink or drugs or who are incoherent and potentially senile, or indeed potentially suffering from a mentally related illness.
- Incorporate on our website, all our policies and procedures about our Games. Within this section we will display the pages about responsible gambling and include the helpline and website details for organisations such as GamCare for people to refer to should they need further help with problem gambling.
- We make it clear in writing that anyone who receives our Game tickets may ignore them. If they do not wish to be included in any future Draws, this information can be captured on our database using our NFC (No Further Contact) database table.
Whilst the majority of people do gamble within their means, for some gambling can become a problem. It may help you to keep control to remember the following:
Gambling should be entertaining and not seen as a way of making money
Avoid chasing losses
Only gamble what you can afford to lose
Keep track of the time and amount you spend gambling
If you want to have a break from gambling you can use our self-exclusion option by completing the self-exclusion form which is available on our website www.cerebra.or.guk or emailing us at email@example.com with your name, address and membership number(s). We will then close your membership(s) for a minimum period of 6 months, during which time it will not be possible for the account(s) to be re-opened for any reason.
If you need to talk about problem gambling then please contact Gamble Aware, a registered charity that provides confidential telephone support and counselling to anyone who is affected by problem gambling. Gamble Aware can be contacted on 0808 8020 133 (Freephone).
If you are concerned that gambling may have taken over your (or someone else’s life) then the following questions may help you find out:
- Do you stay away from work, college or school to gamble?
- Do you gamble to escape from a boring or unhappy life?
- 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, even the fare home or the cost of a cup of tea?
- Have you ever lied to cover up the amount of money or time you have spent gambling?
- Have others ever criticised your gambling?
- Have you lost interest in your family, friends or hobbies?
- After losing, do you feel you must try and win back your losses as soon as possible?
- Do arguments, frustrations or disappointments make you want to gamble?
- Do you feel depressed or even suicidal because of your gambling?
The more you answer ‘yes’ to these questions, the more likely you are to have a serious gambling problem. To speak to someone about this contact the Gamble Aware confidential helpline on 0808 8020 133 or visit their website www.gambleaware.co.uk for further information.
Self-exclusion from Games or promotion
- Continue to recognise the need to provide a mechanism for members of the public or Game Members to exclude themselves from further participation in Games or the marketing thereof.
- On request, close any player’s game memberships. No further tickets or Game correspondence will be sent until the Game Member requests to revoke their self-exclusion. We will not revoke a self-exclusion until a period of six months has passed since the exclusion was requested. We reserve the right not to revoke a self-exclusion where we suspect problem gambling.
- Will make available a self-exclusion form to be downloaded from our website (click the button below) and posted to Mark McArdle, Cerebra, Second Floor Offices, The Lyric Building, King Street, Carmarthen, SA31 1BD.
- Cross refer all calling lists and promotion campaigns to the NFC Datbase in the first instance.
- Ensure all staff involved with Games will search the self-exclusions record before responding to telephone, email or verbal requests for Lottery or Raffle tickets.
- All self-exclusions will be recorded.
- In the event that we receive a request from a vulnerable person’s carer we will record this information and act upon it. Should the person have been sent one of our Game 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.
- We will provide any Game member with a full history of their membership, including complete payment and winnings history upon request.
In order to ensure a consistent organisation-wide approach, the following definitions have been adopted by the charity:
- Game – includes Lotteries, Raffles and Games of Chance that are regulated by the UK Gambling Commission under Cerebra’s Remote and Non-Remote Licences.
- Game – any Game operated by Cerebra or on behalf of Cerebra.
- Remote Game – An Cerebra Game in which persons participate by use of remote communication including telephone and digital channels.
- Non-remote Game – An Cerebra Game in which persons are invited to participate through a face-to-face discussion with Cerebra staff or volunteers acting as agents for Cerebra, or through the mail.
Staff complaints or queries
If a member of staff knows or suspects criminal involvement, cheating or risk to vulnerable groups he should report this in the first instance to the duty manager or the Dialler Manager who deals with lottery queries and complaints. If he feels this does not resolve the query he can approach the Fundraising Manager. The next level is the Operating Licence Holder, as listed below.
Should there be any reason to feel this procedure is not effective he can contact the Serious Organised Crime Agency (SOCA) who deal with proceeds of crime and organised crime (such as money laundering) investigation. The Gambling Commission can also be contacted directly for advice. Contact details for the Gambling Commission and SOCA are also listed below, along with the points of contact.
Customer complaints or queries
Any query that questions the integrity of the charity, the service provided or any actions taken is deemed to be a complaint, whether by telephone, letter or in person. All fundraising calls are recorded and monitored for Quality Control reasons and these recordings are kept for approximately three months.
It is our policy that the complainant is kept informed of any processes and of the progress and conclusion of the investigation.
Any complaints received are reported to the duty manager who will record the details of the complaint, timings, dates and the name/s of those involved. The duty manager is then responsible for ensuring the complaint is dealt with unless it’s agreed that a more senior member of the company should deal with the matter.
For more serious complaints the complainant will receive written acknowledgement of the complaint within five working days from the Head of Department, a copy of which will also be sent to the Head of Administration.
This letter will include how the company intends to deal with the matter and the expected timescale in which a conclusion should be reached. The complainant is also advised of his right to appeal to the Chief Executive about any decision made.
In the event of an appeal
If a conclusion is appealed the Chief Executive will write to the complainant within five working days of receiving the appeal. This letter will confirm receipt and give details on how the complaint will be dealt with and the expected timescale in which a conclusion should be reached. The complainant is also advised of his right to appeal to the Board of Trustees.
If an appeal is made to the Board of Trustees the board Chairman will write to the complainant within five working days of receiving the appeal. This letter will confirm receipt and give details on how the complaint will be dealt with and the expected timescale in which a conclusion should be reached.
If the complainant is still unsatisfied with the outcome of the Trustees investigation and conclusion; the complainant can bring the complaint to the Legal Ombudsman. You can call the Legal Ombudsman on 0300 555 0333 (calls cost the same as a normal 01 or 02 landline number, even from a mobile), opening hours are 8:30am to 5:30pm Mon-Fri. Email enquiries to firstname.lastname@example.org.
All dialler calls are kept for approximately three months. A central record of all incidents is kept by the company and the records are inspected by the Chief Executive on an at least quarterly basis. This information and review is used to determine if any changes in working procedures are needed as a result of complaint.
Once a complaint has been made the Duty Manager will make a record of this and all further correspondence is kept in writing.
Any on-going dispute is discussed weekly in the Senior Management Team’s weekly meeting, so that all departments are kept aware of the situation.
Cerebra Postal Address
Supporter Relations Team
The Lyric Building