Complaints Procedure

London’s Air Ambulance aims to ensure that any issue regarding the lottery that you may have is dealt with promptly, efficiently and in confidence.

If you wish to make a complaint then please contact us at the first instance by one of the following methods:
Jodie Potter - Telephone: 020 7943 1302, Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
or in writing to our Fundraising Office at: London’s Air Ambulance, The Helipad, Royal London Hospital, Whitechapel, London, E1 1BB.

Our Lottery Team will acknowledge your complaint and fully investigate within 14 days.  Your complaint will be fully investigated by our lottery team and a response issued within 10 working days. If you are still not happy with the response to the issue you will then be referred to the Gambling Commission’s registered responsible person at our office address – Mr David Oakley.
If the matter cannot be resolved internally by the society, it would then be referred to IBAS (Independent Betting and Adjudication Service) or the Gambling Commission for further advice.

Social Responsibility in Gambling

London’s Air Ambulance is committed to fundraising responsibly and we also encourage responsible gambling.
London’s Air Ambulance runs a lottery for the general public for the sole purpose of raising funds for the registered charity 801013.
London’s Air Ambulance is committed to ensuring that our lottery is operated in a secure, fair and socially responsible way and to endorse responsible gambling amongst its members.

The Gambling Commission regulates gambling in the public interest.  The regulatory framework introduced by the Gambling Act 2005 is based on three licensing objectives:

1. Preventing gambling from being a source of crime and disorder, being associated with crime and disorder, or being used to support crime
2. Ensuring that gambling is conducted in a fair and open way, and protecting children and other vulnerable persons from being harmed or exploited by gambling.
3. This document sets out the society’s policies and approach to ensuring we approach any gambling activities in a socially responsible way.

1. Preventing gambling from being a source of crime and disorder

When an individual joins the lottery we will check that:

1. The individual is aged 16 or over 
2. The individual is resident in the UK
3. We also retain the right to cancel any membership should we suspect criminal activity
4. We do not accept cash
5. We limit the maximum number of entries to £20 per person per week
6. All lottery related computers and software is password protected and accessible only by authorised members of staff
7. Adopt a strict and thorough reporting procedure if a member of staff and or another operator is found to be in any way operating in an illegal or suspicious manner

2.  Ensuring that gambling is conducted in a fair and open way

We will ensure that:

1. Players have access to clear information on matters such as the rules of the lottery, the prizes that are available and the chances of winning
2. The rules are fair
3. Any advertising and promotional material is clear and not misleading
4. The results are made public

3. Protecting children and other vulnerable persons from being harmed or exploited by gambling

We will use our best endeavours to address the following issues:

1. Under age Gambling - It is illegal for individuals under the age of 16 to enter into a lottery. If for whatever reason, upon winning any individual is unable to prove that they are 16 or over then any winnings will be forfeited. Each lottery membership form has a compulsory date of birth section which must be completed before the membership is accepted. Sales staffs are trained to avoid persons who are or who appear to be under 16.
2. Vulnerable persons - Staff are trained to detect vulnerability in potential customers and politely decline offers of support from such individuals. People particularly at risk include the elderly, mentally disabled and those under the influence of drugs or alcohol.
3. Gambling Limits - The Society may impose limits on the value of entries into a lottery that can be purchased by an individual.
4. Self Exclusion - On request, we will close any player’s lottery membership(s) for a minimum period of six months during which time the membership(s) cannot be reinstated. During this period we will also try to ensure that the individual does not try and open a new membership.
5. Access to player history -We will provide any player with a full history of their lottery membership, including complete payment and winnings history upon request.
6. We provide Information on Gambling Support Organisations, self help and awareness groups. Call GamCare for friendly and helpful advice from trained counsellors on the GamCare helpline on 0845 6000 133. You can also visit the Gamcare website for more information and advice. www.gamcare.org.uk

4. Protection of customers funds

5. All customer funds intended for the use in future gambling and or lottery subscriptions will be held in a separate bank account or accounts which have trustee status relating to the relevant good cause and will be completely separate from the companies trading income. In the event that the licensee becomes insolvent, the licensee and its creditors will have no legal access to those funds.

6. The licensee operates a strict no ‘cash policy’ to prevent the risk of crimes such as money laundering, to avoid the giving of illicit credit and to provide assurances that gambling activities are being conducted fairly.