none
Naomi House & Jacksplace and Lottery Logo
Home Lottery Bumper Draw Name Results

Complaints & Disputes

Naomi House & Jacksplace will:

  • a) Make this Complaints and Disputes Procedure available to a potential or actual customer (“the customer”) via the Naomi House & Jacksplace website, or upon request.
  • 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).

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 Naomi House & Jacksplace 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 Naomi House & Jacksplace 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 Mark Smith, Wessex Children’s Hospice, Naomi House & Jacksplace, Stockbridge, Sutton Scotney, Winchester SO21 3JE. 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 terms and conditions.

Naomi House & Jacksplace is licensed and regulated in Great Britain by the Gambling Commission under account number 4888. www.gamblingcommission.gov.uk.

In 2024, £503,799 was raised from ticket sales in our Weekly Lottery and our seasonal Superdraws, with 14.49% being spent on Prizes, 33.09% spent on Expenses and 52.42% going to Naomi House & Jacksplace hospices who provide expert hospice care to life limited and life threatened children, young adults and their extended families from Hampshire, Wiltshire, Dorset, Berkshire, West Sussex, Surrey and the Isle of Wight. This translated to a fantastic £264,096.70 – the equivalent of 95 bed nights in the hospices. (Based on the Lottery Submissions made by Wessex Children's Hospice Trust to the Gambling Commission, during the 2024 calendar year).

The Weekly Lottery and our seasonal Superdraws are promoted by Wessex Children's Hospice Trust, Naomi House, Stockbridge Road, Sutton Scotney, Winchester SO21 3JE.
Responsible Person: Paul Morgan. Registered Charity No: 1002832.

In 2024, the likelihood of winning a prize was, on average, 1 in 179 in our regular Weekly Lotteries and 1 in 265 in our seasonal Superdraws.

£1 per entry. All proceeds to Naomi House & Jacksplace. Must be 18 or over to play. Underage gambling is an offence.
Full terms and conditions, how proceeds are used and the likelihood of winning a prize can be found by clicking here.

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.

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