Complaint Procedure

Your feedback is important to us

At East Lothian Community Lottery, we always aim to provide the highest possible standards of service. If you feel at any time that the service you have received is below the expected level, then we would like to hear from you. Please find details of our complaints procedure below:

You can contact East Lothian Community Lottery directly via the following methods:

By email

By post

East Lothian Community Lottery
Gatherwell Ltd
Lytchett House, 13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA

We aim to respond to all written complaints within five working days of receipt.

By phone

Please call us on: 01875 598121

In the unlikely event that you feel your complaint has not been resolved to your satisfaction; you can request that it be escalated to a Senior Manager for review. We aim to respond to escalated complaints within 10 working days.

East Lothian Community Lottery is regulated by East Lothian Licensing Board Licence Number Lot.grant.003/21.

If you feel that we have not dealt with your complaint properly or that we have not followed our own published complaints procedure, you can complain to East Lothian Licensing Board about our failure to operate a proper complaints process.

East Lothian Licensing Board is a regulator and not a complaint handling body and they will not investigate the facts of your complaint, nor will they alter the decision that we have made in our internal complaints process. The council reviews whether we have adhered to the terms of our operating licence. It does not investigate consumer complaints, rule on prize disputes, pay compensation or provide legal advice.

The contact details of East Lothian Licensing Board's licencing department are as follows:

East Lothian Licensing Board
East Lothian Council
John Muir House
Brewery Park
Haddington
EH41 3HA

Telephone: 01620 827827