Complaint Procedure

Your feedback is important to us

At EDA 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 EDA Community Lottery directly via the following methods:

By email

By post

EDA 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: 08000 471357

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.

EDA Community Lottery is regulated by Brent Council Licence Number 19049.

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 Brent Council about our failure to operate a proper complaints process.

Brent Council 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 Brent Council's licencing department are as follows:

Brent Council Regulatory Services
Regeneration and Growth
Brent Civic Centre
Engineers Way
Wembley
HA9 0FJ

Telephone: 020 8937 5359