Charity Funding & Promotion

Gambling policies and procedures

 

Responsible Gambling/ Problem Gambling Procedure

CFP expresses the need to all clients to make players aware of being responsible gamblers and assisting with the needs of problem gambling.

It is requested that all clients include a helpline number and information on their raffle tickets for problems gamblers. As well as assisting them with having useful information to hand on their website to help people gamble responsibly, there should also be advice on seeking help should gambling become a problem.

The CFP website includes information and tips on responsible gambling. It also includes advice and links to on-line help, for those that are finding gambling a problem.

There is a restriction in place on the number of lottery books that can be allocated to an individual. The maximum is 5 lottery books per person.

Players can request a self exclusion from any of our charities databases for further lottery mailings.

Players can request the number of books they would like for an individual lottery and also the number of lotteries they would like to participate in for a particular society on a yearly basis.

 

Protection of Children and the Vulnerable

It is illegal for anyone under the age of 16 to take part in a lottery. CFP have taken steps to ensure that our lotteries do not attract young people.

We have taken the following steps to prevent under age players from participating in any lotteries promoted by ourselves;

• On all cold data used by CFP, it is requested that all persons under 16 years of age are excluded from the list before being supplied for use in lottery mailings.

• All clients are made aware of the legal limit and are required to check their database before data is supplied for the use of a lottery.

• The minimum age for play is detailed on the back of all tickets and entry forms produced by CFP.

• Any player who provides dishonest information regarding their age automatically forfeits the right to any prize. This fact is also stated on the reverse of all tickets and on all entry forms produced by CFP.

• Any player that is found to be under 16 years of age will have any monies paid in relation to the lottery returned to them.

• In the event that a request to cease mailing lottery packs is received from a vulnerable person’s carer, we would remove their details from our mailing database immediately. If the person has been sent a lottery pack as a result of their details being supplied to us through a cold data list, we will give the carer details of how to have that persons details removed from the list owners mailing records as well.

 

CFP Policy on Fair and Open Draws

• All draws are conducted at CFP premises in plain sight of staff and visiting clients.

• Draws are conducted at random using either a random number generator or using a blind draw.

• Winners results are published on the society’s websites, information is also included in letters sent out to players. Winner’s information is also available on request.

• Rules are published on websites, on entry forms and the reverse of raffle tickets.

• Printed versions of rules are available on request.

• We have a complaints procedure in place.

 

CFP Law and Disorder Policy

• CFP only take on certified charities and respectable non profit making organisations to work with.

• CFP keep a record of all tickets that have been distributed.

• CFP are able to provide information for any police checks of a Lottery Ticket seller that may be carried out. We are able to provide address details and details of any monies sent in for tickets received.

• CFP operate from secure premises, with fire safes in situ, and contractors such as Securicor.

• CFP process entries and handle monies received for lotteries, however all payments are paid directly in to the charities and non-profit making organisations bank accounts. Banking reports are issued on a weekly basis to the society.

 

CFP Players Queries and Complaints Procedure

Telephone complaints

• Initial complaints and queries are dealt with over the telephone by the CFP telephone room.

• A telephone log sheet is completed at the time of the call, detailing the callers contact details, details of telephone adviser who took the call, nature of the call and how the complaint was resolved.

• The telephone log sheets will be kept on file at CFP for 3 years.

• If an initial complaint cannot be resolved, the complaint is logged and the client is notified immediately of the issue and it is passed to them to resolve.

• All general queries will be logged on the sheets for reference.

Written Complaints

• Initial complaints and queries to be responded to in 48 hours of receipt of complaint.

• All complaints are logged on the complaints log sheet, detailing the individuals contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.

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

• If the initial complaint cannot be resolved by CFP, the complaint is logged and forwarded immediately to the client for them to resolve.

• All general queries will be logged on the sheets for reference

 

CFP Complaints Procedure

CFP recognises that there may be times during your involvement with us when you may wish to raise concerns about problems you have encountered. It is our policy to encourage free communication so that any difficulty can be quickly resolved.

In the first instance, please contact your client manager to discuss your complaint.

It is only in situations where an informal discussion of a complaint or problem has been tried, and has failed to bring about a satisfactory solution, that a more formal complaints procedure should be used.

If you are not satisfied with the initial response you receive, please put your complaint or problem in writing to the Chairman.

The Chairman will send an acknowledgement in writing of your complaint within 48 hours of receipt, and begin an investigation.

Every effort will be made to complete this investigation within seven days of receipt. The Chairman will then contact you with the findings, recommendations and proposed actions.

In the unlikely event of an agreement not being reached between the Chairman and yourself, your complaint will be raised with the Board of Directors for their intervention.

Only the Chairman or Board of Directors have the authority to agree a resolution, when the formal complaints procedure has been instigated.