Complaints Policy


Introduction


ZenterPrize is committed to providing the highest levels of service and welcomes feedback from any individual or organisation. This feedback is invaluable in helping us to continuously evaluate, learn and improve our service and we take any complaints or concerns very seriously.


We aim to make it as easy as possible to raise any concerns or a complaint that you have with us. Our complaint procedure is intended to ensure that all complaints are handled fairly, promptly and, wherever possible, resolved to the complainant’s satisfaction.


Complaints and Disputes


ZenterPrize understand a complaint to be any expression of dissatisfaction by anyone, whether an individual or an organisation.

In the context of lotteries and gambling, a complaint is an expression of general dissatisfaction which is not lottery related.

A dispute is an unresolved lottery related complaint which relates to the outcome of the customer’s gambling transaction e.g., the customer may dispute how the lottery works, its fairness, its process etc. or that the licensee has failed to maintain the licensing objectives.


ZenterPrize’s policy is that its complaints procedure:

  • is easy to access, clear and easy to understand
  • ensures all complaints are listened to properly, acknowledged and acted upon fairly and promptly
  • is properly implemented
  • is investigated, resolved and responded to within a stated period of time
  • takes appropriate action, if a complaint is upheld
  • Is implemented in line with The Data Protection Act 2018

How to report a complaint or dispute


You can submit your complaint or dispute in writing using the below contact details:

By Post to:

The Complaints Officer
BriteVox UK t/a ZenterPrize

Maple House
Queensway Business Park
Queensway
Telford
TF1 7UL

 

By Email: customerservice@zenterprize.co.uk

Please ensure your complaint includes as much of the following information as possible:

  • The date and location where the complaint arose.
  • The detail of your complaint.
  • The names of anyone involved.
  • Your contact details.

Our complaint procedure


  • We will acknowledge your complaint within 2 working days of receipt, by email.
  • We will aim to resolve any complaint within 10 working days of receipt.
  • Complaints will be handled by our Complaints Team in a courteous and polite manner.
  • If the complaint cannot be resolved by the Complaints Team within 10 working days, it will be escalated to the Head of Operations, who will investigate and attempt to resolve the issue within a further 10 working days.

If, on the completion of ZenterPrize’s investigation, the complaint is still not resolved to your satisfaction, you can also contact the Fundraising Regulator.


Our dispute procedure


  • We will acknowledge your dispute within 2 working days of receipt, by email
  • Disputes will be managed by the Head of Operations and Director of Operations In all cases ZenterPrize will attempt to resolve any disputes within 8 weeks of notification of the original issue, with weekly updates to the complainant.
  • If the dispute cannot be resolved within 8 weeks of the initial notification, then the customer should be informed that the customer may, free of charge, refer the dispute for Alternative Dispute Resolution (ADR).
  • As a member of the Lotteries Council, the registered ADR Entity that ZenterPrize would recommend is: The Independent Betting Adjudication Service Ltd (IBAS) – PO Box 62639, London, EC3P 3AS, Tel: 020 7347 5883

This policy will be reviewed and updated regularly.

BriteVox t/a ZenterPrize Complaints Policy

Reviewed July 2022