Complaints and Disputes Procedure

National Conservative Draws Society will:

a) Make this Complaints and Disputes Procedure available to a potential or actual customer ("the customer”) via the National Conservative Draws Society website or upon request on 0870 850 9479.

b) Handle all complaints in accordance with this Complaints and Disputes Procedure

c) Advise the Gambling Commission on the status of all disputes that are referred to the Promoter (see below). d) The Complaints and Disputes Procedure is outlined as follows:

Stage 1

In the event that a customer has encountered a problem or has a concern to raise in respect of the Lottery, then the National Conservative Draws Society will in the first instance advise the customer to contact the Lottery Office.

Any problems or concerns that are brought to the Lottery Office's attention will be formally recorded within the Lottery Complaints Log, initially as an ‘incident', for National Conservative Draws Society future analysis and Gambling Commission reporting purposes.

We aim to respond as soon as possible, but normally within five days. If the investigation of the complaint is likely to take longer than five days, we will write to you to let you know the proposed timescales and next steps, aiming to resolve your complaint within a maximum of 30 days.

We will investigate your complaint involving relevant parties as necessary.

We will contact you to let you know the outcome of your complaint and any actions we have taken as a result of this.

Stage 2

If you are unhappy with the resolution of your complaint, you should put your complaint in writing to: Phillip Dumville, The National Conservative Draws Society (NCDS), 1 Norfolk Row, LONDON, SE1 7JP

The matter will be escalated to a ‘dispute', if applicable.

You will then be sent an acknowledgement of your complaint in writing, within 48 hours of us receiving it and an investigation of your complaint will then begin.

Every effort will be made to complete this investigation within 7 days of receipt.

We will then contact you with our findings, recommendations and proposed actions.

Stage 3

If you are still not satisfied, we will refer your complaint/dispute to the Independent Betting Adjudication Service (www.ibas-uk.com) within two months of our decision. IBAS will act as an impartial adjudicator after the complaint/dispute has been through both of the above stages of our own internal dispute procedure and a deadlock still exists.

An IBAS panel of experts will apply their specialist knowledge to the facts and adjudicate by reference to our own terms and conditions.

The Conservative Weekly Draw and Seasonal Superdraws are promoted by The National Conservative Draws Society (NCDS), 1 Norfolk Row, LONDON, SE1 7JP Responsible Person: Philip Dumville.

In 2020, the likelihood of winning a prize was, on average, 1 in 810 in our Weekly Draws and 1 in 1,675 in our seasonal Superdraws.

£1 per entry. Must be 16 or over to play. Underage gambling is an offence. Full Terms and Conditions can be obtained by clicking here, or by writing to the administration offices at: The Conservative Weekly Draw, PO Box 653, Galgate, Lancaster LA2 0XB.

National Conservative Draws Society (NCDS) is licensed and regulated in Great Britain by the Gambling Commission under account number 5027. Website: www.gamblingcommission.gov.uk

All proceeds from the Conservative Weekly Draw and seasonal Superdraws go to NCDS, which although being independent of the Conservative Party, donates all profits to the Party or Conservative candidates.

In 2020, £1,037,918.00 was raised from ticket sales in the Conservative Weekly Draw and seasonal Superdraws, with 8.67% being spent on Prizes, 19.68% spent on Expenses and a fantastic 71.65% being donated to the Party or Conservative candidates. This translated to an incredible £743,655.20!

Read our Privacy Policy to find out more about how we use your personal information.

This web page is hosted by StarVale Management & Technologies Limited which is licensed and regulated in Great Britain by the Gambling Commission under account number 3273. You can access StarVale’s Privacy Policy by clicking here.

Gamble Aware Logo

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