Complaint Procedure

Your feedback is important to us

At Salisbury City 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 Salisbury City Community Lottery directly via the following methods:

By email

By post

Salisbury City 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: 01722 545020

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.

Salisbury City Community Lottery is regulated by Wiltshire Council Licence Number LN/000018043.

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

Wiltshire 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 Wiltshire Council's licencing department are as follows:

The Licensing Officer
Wiltshire Council
Public Protection Services and Licensing
County Hall
Bythesea Road
Trowbridge
Wiltshire
BA14 8JN

Telephone: 0300 456 0100