Play our Charity Lottery

Join our Flight for life Lottery and you could win £500

One of the easiest ways to support the Air Ambulance is to join our Flight for Life Lottery. This is the easiest and most sustainable way that you can support us. By becoming a member you will be helping us keep the Air Ambulance flying and saving lives.

It only costs £1 a week to join and you could have the chance of winning our top prize of £500 or one of our many other cash prizes. There are no rollovers, so the prizes must be won each week.

Each entry is allocated a 5-figure membership number that is unique to you. This number is entered into the draw and every Friday our computer randomly selects the winners. You don’t even have to check the result – we do all that for you and send out your winner’s cheque by post. This is run from Monday to Friday each week with prizes of up to £500. It costs just one pound per week to play, and you can pay by direct debit or cheque, whichever suits you better.

For all the details about the Flight for Life Lottery please contact the lottery office on 023 8005 7722

If you would like to setup a direct debit for the “Flight For Life Lottery” please download the D/D form, fill in the whole form except the box marked ‘For Office Use Only’ and post it to our Lottery Office at:

Hampshire & Isle of Wight Air Ambulance
Cumulus House
Shortcut Way
New Milton
Hampshire
BH25 6ED

Thank you again for your support and generosity.

Lottery Results

Choose week number :

WEEKLY LOTTERY TERMS AND CONDITIONS

1. These Terms and Conditions are the rules of the Hampshire and Isle of Wight Air Ambulance (herein known as the “Charity”) Lottery Draw. By joining and playing the draw, the entrant is bound by these rules. You may not accept all or any part of these rules, and your participation in the draw will be cancelled if you reject any or part of the following.

2. Lottery Fundraising Services runs a lottery on behalf of the Charity with the sole beneficiary after prizes and expenses being the Charity. The lottery is licensed and regulated by the Gambling Commission under the Gambling Act 2005; Licence No. 004845-N-306385-011 in accordance with the Gambling Act 2005 and for this purpose is defined as a “Society Lottery”.

3. The Charity wishes to conduct its lottery in a fair and socially responsible way, and to endorse responsible gambling. We will review the terms and conditions six monthly as well as updating them as required by law from time to time.

4. The responsible person is Sherie Williams Ellen who may be contacted at the address at the end of this document. The responsible person is not eligible to play the ‘Charity Lottery”.

5. Each Chance in the lottery cost £1, and only all participants who have paid the subscription before the commencement of the draw will be eligible and have equal chance to win a prize.

6. To promote responsible gambling, we will only allow any individual to purchase up to 20 chances per week.

7. To enter the draw you must be aged 16 years of age or over. It is an offence for anyone under the age of 16 years to participate in a lottery. The Charity will, where appropriate, carry out checks to verify this requirement if necessary, including seeking confirmation from relevant agencies that can provide such information.

8. Should a prize winner be found to be under the age of 16 we will refund their money and withhold the prize, additionally the charity reserves the right to reclaim any prizes issued in error.

9. The Prize fund will be 30% of total proceeds up to a maximum of £1500 per week.

10. The draw will be made by a random number generator every Friday and will be witnessed by two people. The winning numbers will be published on the charity website www.hiowaa.org/get-involved/fundraising/lottery/ no later than 5 working days after the draw has taken place. To request a list of winners please contact the responsible person named at the end of this document.

11. Winners will receive their prizes by cheque or bank transfer no later than ten working days after the draw has taken place, addressed to the details of the player held by the lottery on the day of the draw. Winners do not have to make a claim and all prizes will be paid automatically. All winners will be notified by post.

12. All participants in the draw are responsible for providing the charity with up to date contact details. The charity will not be liable for any loss incurred by the entrant caused by the failure of the entrant to inform the charity of any changes or errors to their details.

13. The Charity reserves the right to postpone any lottery draw for a period of no longer than 14 days; in the event of an emergency. Details of any postponement will appear on the charity website www.hiowaa.org.

14. Any uncashed or unclaimed prizes will be deemed as a donation to the Charity after the period of six months.

15. Following cancellation of your lottery membership, you may request a refund of the left over pennies remaining on your account by contacting our lottery hotline on 023 8005 7722 or sending a written request to our lottery office. After a period of 6 weeks any remaining monies left on a player’s account will be deemed as a donation to the Charity.

16. New members will be sent a welcome letter advising them of their randomly selected draw number(s) and a personal membership number. This communication will also include if relevant details of the Direct Debit guarantee and any other relevant information to be able to satisfy legislation.

17. Payments can be made by direct debit or advance cheque. We do not accept cash as payment for lottery chances. If we receive any cash by mistake we must:

• Inform the customer that we do not accept cash
• Return the cash to the customer by special delivery
• Record the date received and date returned.

18. The Charity will comply with all EU GDPR requirements to protect your personal data. Any individual has the right to request information held about them. To gain access to this information, please contact the responsible person for the lottery at the end of this document.

19. The Charity cannot accept liability for the loss of, delays in or theft of any communication sent by post, email or fax; nor for any delays in the banking system.

20. Membership may be cancelled at any time, although those received after 12:00 hours on a Thursday may not be actioned until after the weekly draw. To cancel please contact the lottery office on 023 8005 7722 or email us on enquiries@hiowaa.org If members cancel, any refund of advanced payments will be at the discretion of the responsible person. Refunds will be made within 10 working days of the request being accepted.

21. If we are notified that a participant in the lottery is deceased, we will freeze the associated account and any unclaimed prizes if applicable. The charity will use all reasonable efforts to contact the personal representatives or executors of the entrant to establish their wishes in relation to those funds. If the charity is not able to contact the personal representatives or executors of the entrant, it may at its discretion, return the funds to the bank account registered to the entrant if payment was made by Direct Debit. If the charity is not able to return the funds to that account, it will hold the funds for six months from the date we became aware the entrant was deceased. After this time, the funds will be deemed a donation to the charity.

The personal representatives or executors may contact the charity to claim the funds at any time during the six month period and, as long as they can provide any information the charity reasonably requires, the charity will then refund the funds. No interest will be payable in respect of monies refunded.

22. All monies received as advanced payments will be held in a ring-fenced bank account prior to each draw being made and will not be applied to any other use than that of funding entries into the draw prior to the draw. In the event of the society becoming insolvent no guarantee is implied or given that refunds will be made. This covers the ‘Basic’ Risk rating as identified by the Gambling Commission. Further information can be found at
http://www.gamblingcommission.gov.uk/Consumers/Protection-of-customer-funds.aspx

23. We reserve the right not to accept an application, or to cancel an existing subscription without giving reason and at our absolute discretion.

24. Members wishing to self-exclude can do so by contacting the Lottery Office but will not be able to re-join the lottery for a period of 6 months from the date of self-exclusion. Further details and a self-exclusion request form can be found on the charity website, www.hiowaa.org/get-involved/fundraising/lottery/.

The Responsible Person: Sherie Williams Ellen

Registered address:
Hampshire and Isle of Wight Air Ambulance
Unit F4 Adanac Park
Adanac Drive
Nursling
Southampton
SO16 0BT

Telephone
02380 743510
Registered Charity No. 1106234
Gambling Commission License Number: 004845-N-306385-011

 

Introduction

The Charity is committed to ensuring that the lottery is operated in a secure, fair and socially responsible way and to endorsing 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:

Preventing gambling from being a source of crime and disorder

When an individual joins the lottery we will check that:

  • The individual is aged 16 or over.
  • The individual is resident in the UK.
  • The Charity retains the right to cancel any membership should they suspect criminal activity.
  • The Charity may limit the maximum number of entries to £20 per person per week.
  • The Charity will ensure their staff and agents are trained to detect and also how to report potential money laundering threats. They are all issued with Proceeds of Crime Act 2002 leaflet and examples of
    money laundering.
  • Ensuring that gambling is conducted in a fair and open way.

The Charity will ensure that:

  • 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 are equal to all participants.
  • The rules are fair.
  • Any advertising and promotional material is clear and not misleading.
    The results are made public.
  • Protecting children and other vulnerable persons from being harmed or exploited by gambling.

The Charity will use its best endeavours to address the following issues:

Age Verification Policy

It is an offence for persons under the age of 16 to play the lottery.

The Charity will ensure our staff and agents are trained to be aware of their responsibilities for preventing underage gambling and for returning stakes and not paying prizes to underage customers.

Where lottery tickets are sold face to face, if it appears that the potential customer might be underage, our staff ask for proof of identity, establishing that the person is aged 16 and over before selling
the lottery ticket to them.

Examples of acceptable identification for age verification purposes include:

  • Passport
  • Driving Licence
  • Official Student Card

 

Protecting vulnerable persons

The Charity will ensure their staff and agents 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.

 

Gambling Limits

The Charity may impose limits on the value of entries into a lottery that can be purchased by an individual to £20 per week.

If our staff have a concern that a customer’s behaviour (signified, for example, by a sharp increase in their expenditure on lottery tickets or chances) may indicate problem gambling, they will have been trained to report the matter to the responsible person or other suitable appointed person for the lottery.

The customer will be called with the intention of discussing the matter and be advised of the help that is available for problem gamblers. In severe cases, consideration may be given to barring the customer from participating in the lottery.

 

Self-exclusion

The Charity will take all reasonable steps to refuse service or to otherwise prevent an individual who has entered a self-exclusion agreement from participating in gambling. A customer who has made contact to request self-exclusion will be refused service and prevented from gambling with any lottery administered by The Charity.

A request for self-exclusion will be available with immediate effect and with no “cooling off” period.

During this period we will take all reasonable steps to ensure that the individual does not try to play any lotteries administered by The Charity and prevent any marketing material being sent to them.

Within two days of having received the completed self-exclusion notification, we will remove the name and details of a self-excluded person from any marketing databases and flag them as an individual to whom marketing material must not be sent.

An individual when requesting self-exclusion will be informed of the self-exclusion process and implications and will be provided information on gambling support agencies. The main agencies are:

www.gamcare.org.uk – telephone 0808 8020 133 or www.gambleaware.org.uk

The individual’s lottery account will be closed. Any balances outstanding on that account will be refunded. Where an individual has paid by cheque, the amount from the last draw they were entered into, to the end date of their subscription will be refunded by cheque within 10 working days. Where an individual pays by Direct Debit/Standing Order, they will have to contact their bank directly to cancel the Direct Debit/ Standing Order and we will refund them by cheque each month until such time as the instruction has been cancelled. Where the individual pays by Direct Debit we will cancel the Direct Debit and refund any unused credit on the ticket(s).

During the period of self-exclusion, they will not be entered into any charity lottery draw promoted by The Charity, even if the individual has failed to cancel their Instruction.

After the self-exclusion period ends, if the individual wishes to recommence participating in any of the lotteries promoted by us, he/she must request in writing that they wish to be removed from the self-exclusion register. Once we receive this letter the individual will be given one day to ‘cool off’ before being given the opportunity to recommence participation in the lottery.

In effect, the individual must be the one to take positive action to gamble again. No contact will be made by the charity unless the individual initiates contact.

 

Complaints and Disputes Procedure

The Charity will ensure all complaints are recorded and documented. At the point of which a complaint is received, the customer’s name, telephone number, email address and address should be asked for. Also, a brief outline of the nature of the complaint should be established. The complaint receiver then explains that their complaint or concerns will be passed onto the responsible person or other suitably appointed person, for their urgent attention and that they will contact them personally to investigate the complaint or dispute.

Contact will normally be made with the customer immediately or within one working day. The Charity will take time to listen to the customer and take a more detailed description of the complaint or dispute. The responsible person or other suitably appointed person will explain to the customer what investigations and actions will take place in response to their concerns.

They will be asked if they are happy with what is suggested and also if they have understood the complaints procedure. This dialogue will be documented. If requested or appropriate, the responsible person or other suitably appointed person will assure the customer that their personnel details will not be revealed – this is sometimes necessary if a complaint is received about a member of the canvassing or fundraising teams.

Once the responsible person or other suitably appointed person has established the facts concerning the complaint or dispute the customer will be contacted to be informed of the results of the enquiry and what actions have been taken. All complaints and disputes are logged and filed electronically at the lottery
office.

A copy of this complaints procedure is available to all customers on request. Any complaints or disputes that are not resolved by this complaints procedure are referred to the Independent Betting and Adjudication Service.

Independent Betting and Adjudication Service
PO Box 62639
London
EC3P 3AS
Telephone: 020 7347 5883
Fax: 202 7347 5882
Email: adjudication@ibas-uk.co.uk

 

Written Complaint

Initial complaints and queries will be responded to within 48 hours of receipt of the complaint by the lottery administration team.

All complaints are logged on the complaints log sheet, detailing the individual’s contact details, name of the administrator that has dealt with the complaint, the nature of the complaint and the steps that were taken to resolve the complaint.

The complaints log sheets and written complaints will be kept on file for 3 years.

Where a written complaint cannot be resolved by the lottery team or representatives of The Charity we will provide third party arbitration via IBAS at no cost to the complainant.

The Charity ‘Responsible Gambling Guide’

Website: www.gamblingcommission.gov.uk.

Promoter and Responsible person
Sherie Williams Ellen

Hampshire and Isle of Wight Air Ambulance, F4 Adanac Park, Nursling, Southampton, SO16 OBT.

Registered Charity No. 1106234

Our Commitment towards Responsible Gambling: The Charity is committed to ensuring that information about how to gamble responsibly and how to access information or help with problem gambling is readily available to all.

 

Keeping Your Gambling Under Control:

The majority of people do gamble responsibly and gambling in moderation is acceptable, but it may help to keep your gambling under control by:

Remembering that you are taking part for fun and not as a means of investing your money;

Setting strict limits on how much time and money you’re going to spend, before playing;

Quitting while you’re ahead;

Only gambling with money that you can afford to lose;

Not spending more money on gambling in the hope that you will win back any money that you have
already lost;

Keeping up other interests and hobbies and not letting gambling take over your life;

Not to gamble in order to escape from stress or boredom.

How To Identify That Gambling Is Becoming A Problem:

For some people, however, gambling can become a problem.

If you are concerned about the amount you are gambling and feel it is taking over your life, then asking yourself the following questions may help you assess whether or not gambling is becoming a problem:

Have others ever criticised your gambling?

Have you lied to cover up the amount you have gambled or the time you have spent doing it?

Do arguments, frustrations or disappointments make you want to gamble?

Do you gamble alone for long periods?

Do you stay away from work or college to gamble?

Do you gamble to escape from a boring or unhappy life?

Are you reluctant to spend ‘gambling money’ on anything else?

Have you lost interest in your family, friends or pastimes due to gambling?

After losing, do you feel you must try to win back your losses as soon as possible?

When gambling and you run out of money, do you feel lost, in despair and need to gamble again
as soon as possible?

Do you gamble until your last penny is gone?

Have you lied, stolen or borrowed just to get money to gamble or to pay gambling debts?

Do you feel depressed or even suicidal because of your gambling?

If ‘yes’ is the answer to some of these questions, then it is likely that a gambling problem exists.

You may also wish to consider whether a friend or relative might have a gambling problem?

 

How To Get More Information And Help About Problem Gambling:

For friendly and helpful advice from trained counsellors, call GamCare to speak to an advisor on Freephone 0808 8020 133.

The helpline operates between 8am and midnight, 7 days a week, 365 days a year – and calls outside of these hours will be taken by a recorded message service.

Sometimes just telling someone about your problem can be a relief – and it is the first step towards dealing with your problem.

You can also visit the GamCare website at www.gamcare.org.uk for more information and advice.

 

The Charity Lotteries Self-Exclusion Form

Self-exclusion procedures require individuals to take positive action in order to self-exclude.

This can be as simple as a signature on a self-exclusion form which is available on our website or requested from The Charity.

HAMPSHIRE AND ISLE OF WIGHT AIR AMBULANCE TRUST CHARITY LOTTERY REQUEST TO SELF EXCLUDE FROM GAMBLING FORM

Please exclude me from your lottery and any other gambling product promoted by the charity with immediate effect.

We will exclude you for a minimum period of 6 months from the date of this request

Please download this form and return to:

Sherie Williams Ellen
Hampshire and Isle of Wight Air Ambulance
F4 Adanac Park, Nursling
Southampton, SO16 OBT

Download form

Terms and conditions of Raffle participation:

1. These Terms and Conditions are the rules of the Hampshire and Isle of Wight Air Ambulance (herein known as the “Charity”) Raffle. By joining and playing the raffle, the entrant is bound by these rules. You may not accept all or any part of these rules, and your participation in the raffle will be cancelled if you reject any or part of the following.

2. The Charity runs a raffle on behalf of the Charity with the sole beneficiary after prizes and expenses being the Charity. The raffle is licensed and regulated by the Gambling Commission under the Gambling Act 2005; Licence No. 004845-N-306385-011 in accordance with the Gambling Act 2005 www.gamblingcommission.gov.uk

3. The Charity wishes to conduct its raffle in a fair and socially responsible way, and to endorse responsible gambling. We will review the terms and conditions six monthly as well as updating them as required by law from time to time.

4. The responsible person is John Doe who may be contacted at the address at the end of this document. The responsible person is not eligible to play the Charity Raffle.

5. To enter the raffle you must be aged 18 years of age or over. The Charity will, where appropriate, carry out checks to verify this requirement if necessary, including seeking confirmation from relevant agencies that can provide such information.

6. Should a prize winner be found to be under the age of 18 we will refund their money and withhold the prize, additionally the charity reserves the right to reclaim any prizes issued in error.

7. You therefore represent and agree that:

a) You are 18 years of age or over.
b) You are a resident of the United Kingdom.
c) You will not buy or purport to buy an entry in this raffle on behalf of anybody under the age of 18
d) You will provide accurate entry information, including your name and personal address

8. You agree that you shall not be entitled to receive any prize if you are unable to confirm to the Promoter your representations under paragraph 7

9. Entry is open to all residents of the UK (including the Charity‘s volunteers) but excludes: The Charity trustees or directors; or the Charity employees or third parties each directly involved in the administration or management of the Raffle, or with the ability to influence the Raffle results.

10. Entry costs £1 per play, payable in advance, by Direct Debit or cheque as listed on the entry form. Entries may not be sold to or by anyone under 18 years of age. Each £1 play represents one entry only. We do not accept cash as payment for raffle tickets. If we receive any cash by mistake, we must:

a) Inform the customer that we do not accept cash
b) Return the cash to the customer by special delivery
c) Record the date received and date returned.

11. The Charity is not liable for any lost, stolen, delayed, incomplete or illegible entries, or entries that reach us after the closing date, or for any delay in bank payments. Proof of posting is not proof of delivery. Any money received after the closing date will be entered in the next available draw.

12. The Charity may (without giving any reason or notice, at its absolute discretion) decline to accept an application, cancel an existing subscription, terminate or suspend the raffle.

13. The raffle draw will be conducted on the 17th of June 2021, or if this is not possible, on the next working day and will be witnessed by two people. The closing date for entries is 11.59pm on 8th June 2021. The draw takes place at HIOWAA Lottery Office, Cumulus House, Shortcut Way, New Milton, Hampshire BH25 6ED utilising a Random Number Generator that has been tested and approved by an independent, Gambling Commission approved, third party test house. The results of the draw are final.

14. In 2020, approximately £167,000 was raised from ticket sales in our seasonal raffle, with 1% spent on prizes, 40% spent on expenses and a fantastic 59% being used to fund the work of the Hampshire and Isle of Wight Air Ambulance. In 2020, each ticket entered in our raffle had on average a 1 in 33,400 chance of winning a prize.

15. The winning numbers will be published on the charity website www.hiowaa.org/play no later than 5 working days after the draw has taken place. To request a list of winners please contact the responsible person named at the end of this document or the raffle office on 02380 057722

16. There are no alternatives to any prize except where stated and no interest is payable.

17. Winners will receive their prizes by cheque or bank transfer no later than ten working days after the draw has taken place, addressed to the details of the player held by charity on the day of the draw. Winners do not have to make a claim and all prizes will be paid automatically. All winners will be notified by post.

18. Any uncashed or unclaimed prizes will be deemed as a donation to the Charity after the period of six months.

19. All participants in the draw are responsible for providing the charity with up to date contact details. The charity will not be liable for any loss incurred by the entrant caused by the failure of the entrant to inform the charity of any changes or errors to their details.

20. If we are notified that a participant in the raffle is deceased, the charity will use all reasonable efforts to contact the personal representatives or executors of the entrant to establish their wishes in relation to any unclaimed prizes. If the charity is not able to contact the personal representatives or executors of the entrant, it may at its discretion, return the funds to the bank account registered to the entrant if payment was made by Direct Debit. If the charity is not able to return the funds to that account, it will hold the funds for six months from the date we became aware the entrant was deceased. After this time, the funds will be deemed a donation to the charity.

21. The personal representatives or executors may contact the charity to claim the funds at any time during the six month period and, as long as they can provide any information the charity reasonably requires, the charity will then refund the funds. No interest will be payable in respect of monies refunded.

22. All monies received as advanced payments will be held in a ring fenced bank account prior to each raffle draw being made and will not be applied to any other use than that of funding entries into the draw prior to the draw. In the event of the society becoming insolvent no guarantee is implied or given that refunds will be made. This covers the ‘Basic’ Risk rating as identified by the Gambling Commission. Further information can be found at http://www.gamblingcommission.gov.uk/Consumers/Protection-of-customer-funds.aspx

23. The Charity will comply with all EU GDPR requirements to protect your personal data. Any individual has the right to request information held about them. To gain access to this information, please contact the responsible person for the raffle at the end of this document.

24. The Charity cannot accept liability for the loss of, delays in or theft of any communication sent by post, email or fax; nor for any delays in the banking system.

25. The Charity’s Complaints and Disputes Procedure forms part of the Charity Raffle Policy and Procedures document, which is available via the Charity website https://www.hiowaa.org/complaints-procedure/ and which will be made available to customers upon request by calling our Raffle Office on 02380 057722 or by writing to the responsible person at the address below.

26. If you’d like to be excluded from future charity raffles, please use the online self-exclusion form available via the charity website. Alternatively, you can also contact our Raffle Office to be sent a Self-Exclusion form on 02380 057722

27. The Charity would like you to gamble responsibly. The Charity’s Responsible Gambling Guide is included in its Raffle Policy and Procedures online at https://www.hiowaa.org/get-involved/fundraising/lottery/

28. If you feel you have a problem with gambling, visit www.begambleaware.org or call the National Gambling Helpline on 0808 8020 133.

29. The Charity reserves the right to make changes to these rules and will publish any changes 28 days in advance on the charity website, as required by law.

30. This raffle is subject to the laws of England and the jurisdiction of the English courts.

31. All profits from the Charity Raffle are used to fund the charity’s work.

Responsible Person and Promoter: Sherie Williams Ellen

Registered address:
Hampshire and Isle of Wight Air Ambulance
Unit F4 Adanac Park
Adanac Drive
Nursling
Southampton
SO16 0BT

Telephone: 02380 743510

Registered Charity No. 1106234
Gambling Commission License Number, 004845-N-306385-011

Introduction

The Charity is committed to ensuring that the raffle is operated in a secure, fair and socially responsible way and to endorsing 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:

Preventing gambling from being a source of crime and disorder.

When an individual enters the raffle, we will check that:

• The individual is aged 18 or over.
• The individual is resident in the UK.
• The Charity retains the right to cancel any membership should they suspect criminal activity.
• The Charity will ensure their staff and representatives are trained to detect and also how to report potential money laundering threats. They are all issued with Proceeds of Crime Act 2002 leaflet and examples of money laundering.

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

The Charity will ensure that:

• Players have access to clear information on matters such as the rules of the raffle, the prizes that are available and the chances of winning are equal to all participants.
• The rules are fair.
• Any advertising and promotional material is clear and not misleading.
• The results are made public.

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

The Charity will use its best endeavours to address the following issues:

1. Age Verification Policy

Players must be 18 and over to play the raffle.

The Charity will ensure our staff are trained to be aware of their responsibilities for preventing underage gambling and for returning stakes and not paying prizes to underage customers. Where raffle tickets are sold face to face, if it appears that the potential customer might be underage, our staff ask for proof of identity, establishing that the person is aged 18 and over before selling the raffle ticket to them.

Examples of acceptable identification for age verification purposes include:

• Passport
• Driving Licence
• Official Student Card

2. Protecting vulnerable persons

The Charity will ensure its 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

If our staff have a concern that a customer’s behaviour (signified for example by a sharp increase in their expenditure on raffle tickets) may indicate problem gambling, they will be trained to report the matter to the responsible person or other suitably appointed person for the raffle The customer will be called to discuss the matter, including the help that is available for problem gamblers.

In severe cases, consideration may be given to barring the customer from participating in the raffle.

4. Self-Exclusion

The Charity will take all reasonable steps to refuse service or to otherwise prevent an individual who has entered a self-exclusion agreement from participating in gambling.

A customer who has made contact to request self-exclusion will be refused service and prevented from gambling with any raffle or lottery administered by The Charity.

A request for self-exclusion will be available with immediate effect and with no “cooling off” period.

During this period we will take all reasonable steps to ensure that the individual does not try and play any raffles or lotteries administered by The Charity and to prevent any marketing material being sent to them.

We will remove name and details of a self-excluded person from any marketing databases and otherwise flag them as an individual to whom marketing material must not be sent within two days of having received the completed self-exclusion notification.

An individual when requesting self-exclusion will be informed as to what self-exclusion is and will be provided information on gambling support agencies.

The main being: www.gamcare.org.uk or telephone 0808 8020 133

The individual’s raffle tickets will be cancelled. Any balances outstanding on that account will be refunded. Where an individual has paid by cheque, the amount will be refunded by cheque within 10 working days. Where the individual pays by Direct Debit we will cancel the Direct Debit and refund any unused credit on the raffle ticket(s).

During the period of self-exclusion, they will not be entered into any charity raffle or lottery draw promoted by The Charity, even if the individual has failed to cancel their Instruction.

After the self-exclusion period ends, if the individual wishes to recommence participating in any of the raffles or lotteries promoted by us, he/she must request in writing that they wish to be removed from the self-exclusion register. Once we receive this letter the individual will be given one day to cool off before being given the opportunity to recommence participation in the raffle or lottery.

The individual must be the one to take positive action to gamble again and no contact will be made by the charity until contact has been made by that individual.

5. Complaints and Disputes Procedure

In the event that a customer has encountered a problem or has a concern to raise in respect of the raffle, then the charity advises the customer to contact the office on 02380 057722 or by post to:

Hampshire and Isle of Wight Air Ambulance
Unit F4 Adanac Park
Adanac Drive
Nursling
Southampton
SO16 0BT

The Charity will ensure all complaints are recorded and documented. At the point of which a complaint is received, the customer’s name, telephone number, email address and address should be asked for. Also, a brief outline of the nature of the complaint should be established. The complaint receiver then explains that their complaint or concerns will be passed onto the responsible person or other suitably appointed person, for their urgent attention and that they will contact them personally to investigate the complaint or dispute.

Contact will normally be made with the customer immediately or within one working day. The Charity will take time to listen to the customer and take a more detailed description of the complaint or dispute. The responsible person or other suitably appointed person will explain to the customer what investigations and actions will take place in response to their concerns.

They will be asked if they are happy with what is suggested and also if they have understood the complaints procedure. This dialogue will be documented. If requested or appropriate, the responsible person or other suitably appointed person will assure the customer that their personnel details will not be revealed – this is sometimes necessary if a complaint is received about a member of the canvassing or fundraising teams.

Once the responsible person or other suitably appointed person has established the facts concerning the complaint or dispute the customer will be contacted to be informed of the results of the enquiry and what actions have been taken. All complaints and disputes are logged and filed electronically at the lottery office.

Written Complaint

Initial complaints and queries will be responded to within 48 hours of receipt of the complaint by the lottery administration team.

All complaints are logged on the complaints log sheet, detailing the individual’s contact details, name of the administrator that has dealt with the complaint, the nature of the complaint and the steps that were taken to resolve the complaint.

The complaints log sheets and written complaints will be kept on file for 3 years.

Where a written complaint cannot be resolved by the lottery team or representatives of The Charity, we will provide third party arbitration via IBAS at no cost to the complainant.

In the event that a complaint cannot be resolved by the raffle team or representatives of Hampshire and Isle of Wight Air Ambulance; Hampshire and Isle of Wight Air Ambulance will provide free third party arbitration via IBAS.

Independent Betting and Adjudication Service
PO Box 62639
London
EC3P 3AS

Telephone: 020 7347 5883

Fax: 202 7347 5882

Email: adjudication@ibas-uk.co.uk

A copy of this complaints procedure is available to all customers on request.

The Charity Responsible Gambling Guide

Website: www.gamblingcommission.gov.uk.

Our Commitment Towards Responsible Gambling: The Charity is committed to ensure that information about how to gamble responsibly and how to access information and help in respect of problem gambling is readily available to all.

Keeping Your Gambling Under Control:
The majority of people do gamble responsibly and gambling in moderation is okay, but it may help you to keep your gambling under control by:

• Remembering that you are taking part for fun and not as a means of investing your money;
• Setting strict limits on how much time and money you’re going to spend, before playing;
• Quitting while you’re ahead;
• Only gambling with money that you can afford to lose;
• Not spending more money on gambling in the hope that you will win back any money that you’ve already lost;
• Keeping up other interests and hobbies and not letting gambling take over your life;
• Not gambling in order to escape from stress or boredom.

How To Identify That Gambling Is Becoming A Problem:

For some people however, gambling can become a problem. If you are concerned about the amount you are gambling and feel it is taking over your life, and then asking yourself the following questions may help you assess whether or not gambling is becoming a problem:

• Have others ever criticised your gambling?
• Have you lied to cover up the amount you have gambled or the time you have spent doing it?
• Do arguments, frustrations or disappointments make you want to gamble?
• Do you gamble alone for long periods?
• Do you stay away from work or college to gamble?
• Do you gamble to escape from a boring or unhappy life?
• Are you reluctant to spend ‘gambling money’ on anything else?
• Have you lost interest in your family, friends or pastimes due to gambling?
• After losing, do you feel you must try to win back your losses as soon as possible?
• When gambling and you run out of money, do you feel lost, in despair and need to gamble again as soon as possible?
• Do you gamble until your last penny is gone?
• Have you lied, stolen or borrowed just to get money to gamble or to pay gambling debts?
• Do you feel depressed or even suicidal because of your gambling?
• If ‘yes’ is the answer to some of these questions, then it is likely that a gambling problem exists.
• You may also wish to consider whether a friend or relative might have a gambling problem?

How To Get More Information And Help About Problem Gambling:

For friendly and helpful advice from trained counsellors, call GamCare Speak to an advisor on Freephone 0808 8020 133.

The helpline operates between 8am and midnight, 7 days a week, 365 days a year – and calls outside of these hours will be taken by a recorded message service. Sometimes just telling someone about your problem can be a relief – and it is the first step towards dealing with your problem.

You can also visit the GamCare website at www.gamcare.org.uk, for more information and advice.

The Charity Lotteries Self Exclusion Form

Self-exclusion procedures should require individuals to take positive action in order to self-exclude.

This can be a signature on a self-exclusion form which is available on our website or from The Charity on request.

Promoter and Responsible person: Sherie Williams Ellen

Registered address:
Hampshire and Isle of Wight Air Ambulance
Unit F4 Adanac Park
Adanac Drive
Nursling
Southampton
SO16 0BT

Telephone: 02380 743510

Registered Charity No. 1106234
Gambling Commission License Number, 004845-N-306385-011

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