Our Hospitals Lottery

Our Hospitals Lottery

By signing up to our lottery today, you will help make hospital life better and your local NHS do even more, and for just £1 a week you could be in with a chance to win £25,000!

By playing our lottery you’ll be able to support staff and patients at our hospitals whilst being in with a chance to win big. Tickets are just £1; every entry will help our hospitals go that extra mile for you and everyone who means the world to you.

Your lottery ticket can do great things

With your support, we can transform the experiences patients have at Cheltenham General and Gloucestershire Royal Hospitals. We can bring moments of joy, comfort and hope to those who need it most. Thank you for making a difference for patients and staff at our hospitals.

Here’s how it works

Playing is simple. When you join, you’ll pick how many entries you would like each week, one or two. Tickets are just £1 each.

The big money draw takes place every Saturday and you have the chance to win an amazing £25,000 if you match six numbers, £1,000 if you match four numbers or £10 if you match three numbers.

When you join, you will be allocated your own 6-digit Cheltenham and Gloucester Hospital Charity lottery number (you can purchase up to two if you wish). A random winning number is drawn each week and winners have to match 3, 4, 5 or all 6 digits of the number in the correct sequence.

Play the lottery here!

You must be 18 or over to play.

Lottery results and winners

Our lottery draw takes place every Saturday. Results are published at 5.45pm GMT.

Terms and Conditions

Thank you for your interest in the Cheltenham & Gloucester Hospitals Charity Lottery (https://www.gloshospitals.nhs.uk/charity/) (“the Lottery”). These terms and conditions (“Terms”) set out the important information and rules relating to all Users.

Please ensure that you read these Terms carefully. By entering the Lottery you agree to be legally bound by these Terms. If you do not wish to be bound by these Terms then you must not enter the Lottery.

This Lottery is promoted and operated by Cheltenham & Gloucester Hospitals Charity (UK Registered Charity Number 1051606) (“the Society”). Registered office: Cheltenham General Hospital, Charity Office, Sandford Road, Cheltenham, GL53 7AN. Cheltenham & Gloucester Hospitals Charity is licensed by Cheltenham Borough Council - 19/02675/LOTR to promote and operate the Lottery in accordance with the provisions of the Gambling Act 2005. Responsible person: Charles Homer, Head of Income Generation, Cheltenham & Gloucester Hospitals Charity.

The Cheltenham & Gloucester Hospitals Charity lottery is operated by The Fundraising Foundry Ltd, an External Lottery Manager (ELM) licensed by the Gambling Commission, account number 57455. The Fundraising Foundry is a company registered in England and Wales with company number 12391987 and whose registered address is 157 Bedford Road, Letchworth Garden City, UK, SG6 4DY.

Your Agreement to the “Terms” is with The Fundraising Foundry. However, the Society (as defined below) shall be entitled to enforce any of these terms and conditions.

1. Definitions

In these Terms, the following words have the defined meanings as follows:

‘Agreement’ Has the meaning given in Clause 11.4;

‘End User, you, your’ Means the end user of the Website and/or participator in the Lottery;

‘Society Lottery’ Means the Lottery and website run and managed by The Fundraising Foundry on behalf of the Society;

‘Society’ Means the promoter/owner of the Lottery whose details are given in the introduction to these Terms and Conditions;

‘Lottery’ Means the remote society lottery promoted by the Society;

‘Lottery Rules’ Means the Rules governing the Lottery.

These rules are revised from time to time and can be found on the website.

‘Privacy Policy’ Means the policy which governs the collection and use of your personal data which can be found on the Website and is also available on written request at our registered address;

‘Security Data’ has the meaning given in Clause 10.1;

‘Third Party Content’ Means any material, information, data or other content which is owned or licensed by a third party;

‘Website’ Means the Society Site and any microsite of the website.

‘Intellectual Property Rights’ Means patents, trademarks, service marks, design rights (whether registrable or otherwise), applications for any of the foregoing, copyright, database rights, trade or business names and other similar rights or obligations whether registrable or not in any country (including but not limited to the United Kingdom); means all copyright, patents, trademarks, service marks, design rights, rights in databases, moral rights, and other intellectual property rights in each case whether registered or unregistered and including any applications for the foregoing and all other similar rights anywhere in the world.

2 Registration

2.1 By way of completion of your application to register for the lottery you acknowledge and agree to the minimum requirements. The registration of all applications is subject to verification by us and we reserve the right to reject an application using our reasonable discretion without giving reasons.

3. The Lottery

3.1 If you have any questions or concerns about the Lottery then you should contact us via email at the details above or in writing to the above address.

3.2 We reserve the right to make reasonable changes or corrections, alterations, suspend or discontinue all or any part of the Lottery or any related content about the Lottery. Any modifications or additions to the Lottery shall be subject to these Terms.

3.3 The Services may include Third Party Content which may be subject to separate licences from the relevant third party. You understand that we do not control or endorse Third Party Content. All such Third Party Content is published by us in good faith but to the extent permitted by applicable law we do not accept responsibility for the accuracy or content of it. We make no representations whatsoever about any other website which you may access through the Website or which may link to the Website and when you access such third party websites you understand and agree that they are independent from the Website and that we have no control over them and that they shall be subject to separate terms and conditions.

4. Lottery Entries

4.1 The Lottery shall be subject to these Lottery Terms and Conditions, which you accept as part of your application of entry to the Lottery.

4.2 Without prejudice to the generality of Clause 2.1, you acknowledge and agree that we may in our reasonable discretion accept or reject any entry to the Lottery. Where we do not for any reason accept an entry, we shall refund the entry amount we received for the purchase of the ticket(s) relating to the entry. We will not take the entry amount for entry unless your entry has been accepted.

5. Disclaimers

5.1 Our warranties in relation to the Website and the Lottery are set out in full in Clause 11.3. We do not make any other promises or warranties about them (other than as must be inferred as a matter of law).

5.2 This Clause 5 shall survive termination of the Agreement.

6. Limitation of Liability

6.1 We will accept all liability if something we do involves fraud or personal injury where we have been negligent.

6.2 We shall operate the Website and provide the Lottery with reasonable skill and care.

6.3 We are responsible for losses you suffer as a result of us breaching these Terms only if the losses are a direct and foreseeable consequence of us breaking the Terms. Subject to Clause 11.1, such liability shall be further limited to the amounts which you have paid to us in relation to the Fundraising Events and the Lottery under these Terms in the 12 month period preceding the date of our breach. Losses are foreseeable where they could be contemplated by you and us at the time you register. We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us in this way. By way of example, we cannot foresee that any breach by us will cause you (a) loss of income or revenue; (b) loss of business; (c) loss of profits; or (d) loss of anticipated savings.

6.4 You agree to indemnify us from any and all claims and liabilities (including legal fees) which arise from your breach of the Agreement.

6.5 This Clause 6 shall survive termination of the Agreement.

7 Intellectual Property Rights

7.1 All Intellectual Property Rights in and to the Website, the materials contained on it and the Lottery (including the trade marks, design, text, graphics and other content, interfaces and the selection and arrangement of the content, software and all other material) belongs to us or our licensors. All rights are reserved.

7.2 We grant you a non-exclusive, royalty-free personal licence (with no right to sub-licence) to access and use the Website for your personal, private and non-commercial use.

7.3 Except to the extent and in the circumstances expressly required to be permitted by us by law, you shall not modify, adapt, translate, copy, reproduce, republish, upload, post, transmit or distribute by any means or in any manner any material or information included on or incorporated in the Website, the materials contained on it or the Lottery including but not limited to text, graphics, video, messages, code and/or software without our prior written consent.

7.4 This Clause 7 shall survive termination of the Agreement.

8. Data Protection

8.1 You acknowledge that in order for us to receive your Registration and provide participation in the Lottery to you, we must collect certain personal data from you and process that data.

8.2 Our collection and use of your personal data is governed by our Privacy Policy. Please read (and check amendments to) the privacy policy as it contains important details about how we collect and use your personal data.

8.3 You expressly consent to our use of your personal data in accordance with the Privacy Policy (as may be revised from time to time).

8.4 This Clause 8 shall survive termination of the Agreement.

9. Termination

9.1 We may terminate or suspend the Agreement and your participation in the Lottery at any time.

9.2 Upon termination of the Agreement, all rights and obligations of you and us shall cease to have effect immediately except that termination shall not affect the accrued rights and obligations of either of us at the date of termination nor any provisions of these Terms that expressly or impliedly survive termination.

10. Protection of customer funds

10.1 The Society holds all customer funds in a separate client account. All remote operators licensed by the Gambling Commission have an obligation to hold separate accounts for proceeds. This is to protect the player in the event of insolvency.

11. General

11.1 If any provision of these Terms is deemed to be unlawful, invalid or unenforceable, that provision shall be deemed severed and the validity and enforceability of the remaining provisions of these Terms shall not be affected.

11.2 If we fail to enforce a right under these Terms, that failure will not prevent us from enforcing other rights or the same type of right on a later occasion.

11.3 Without limiting Sections 5 (Disclaimers) and 6 (Liability), we do not take responsibility for any event which is outside our reasonable control, including but not limited to the failure, malfunction or unavailability of communications and/or computer services, power supply failures or shortages, acts or omissions of third parties including but not limited to network operators, acts of government or regulators nor for any consequential loss arising from such an event.

11.4 These Terms, together with the Privacy Policy, and the Lottery Rules (collectively the “Agreement”) constitute the whole agreement between you and us in relation to the subject matter and supersedes any and all prior agreements between you and us. You acknowledge that you have not entered into this Agreement in reliance on any statement, warranty or representation made by us or any other person and you irrevocably and unconditionally waive any right to claim damages and/or to rescind these Terms by reason of any misrepresentation (other than a fraudulent misrepresentation) that is not contained in the Agreement. We may in our absolute discretion modify this Agreement from time to time and post the new version on the Website, following which all use of the Lottery shall be governed by the amended Agreement.

11.5 You are not permitted to assign the Agreement. We may assign, transfer or subcontract any of our rights or obligations under this Agreement without notice to you.

11.6 Of the terms of this Agreement shall be enforceable by The Fundraising Foundry and the Society. No other person who is not a party to it may enforce the terms of the Agreement. The Contracts (Rights of Third Parties) Act 1999 shall be construed accordingly.

11.7 All notices shall be given:

(a) to us via email or by post to our registered address as set out in the introduction to these terms; or

(b) to you at either the email or postal address you provide during the registration process.

Notice will be deemed received when an email is received in full (or on the next business day if it is received outside on 09:00 to 17:30 on a weekday that is not a bank holiday) or 3 days after the date of posting (or, where this falls other than on a weekday that is not a bank holiday, on the next working day).

11.9 The Agreement is governed by and construed in accordance with English law. The parties submit to the nonexclusive jurisdiction of the English courts.

11.10 This Clause 11 shall survive termination of the Agreement.

Lottery Rules

These Rules, together with any specific terms or conditions explained or notified by the Society as relevant to this lottery (whether displayed in promotional materials for this lottery or otherwise) apply to your participation in the Lottery.

By entering the Lottery, you agree to these Rules, the Privacy Policy and, where applicable, the Social Responsibility Guidelines and Acceptable use policy. Each entrant should retain a copy of these Rules for their reference. If you do not agree to comply with these Rules, Policies or Procedures please do not enter the Lottery.

Introduction

This Lottery is promoted and operated by Cheltenham & Gloucester Hospitals Charity (UK Registered Charity Number 1051606) (“the Society”). Registered office: Cheltenham General Hospital, Charity Office, Sandford Road, Cheltenham, GL53 7AN. Cheltenham & Gloucester Hospitals Charity is licensed by Cheltenham Borough Council - 19/02675/LOTR to promote and operate the Lottery in accordance with the provisions of the Gambling Act 2005. Responsible person: Charles Homer, Head of Income Generation, Cheltenham & Gloucester Hospitals Charity.

The Cheltenham & Gloucester Hospitals Charity lottery is operated by The Fundraising Foundry Ltd, an External Lottery Manager (ELM) licensed by the Gambling Commission, account number 57455. The Fundraising Foundry is a company registered in England and Wales with company number 12391987 and whose registered address is 157 Bedford Road, Letchworth Garden City, UK, SG6 4DY.

The Lottery is a weekly lottery in which players can win cash prizes of:

£25,000

£1,000

£100

£10

Eligibility

Entrants to the Lottery must be resident in Great Britain. It is not open to residents of Northern Ireland, the Channel Islands or the Isle of Man. Entrants are required to provide to the Society their name, date of birth, address and email address. To enter the Lottery you must be aged 18 (eighteen) or over. Any entrant found to be under 18 years of age at the time of entry automatically forfeits the right to any Prize and will have their stake refunded. Checks will be carried out to verify the age of participants. This may include references to credit agencies.

The eligibility of any entrant is at the sole discretion of the Society, which reserves the right to disqualify or decline to accept the entry of any entrant if it has reasonable grounds to believe the entrant has breached any of these Rules or otherwise acted fraudulently. Ineligible entrants will not be entitled to receive a Prize, and any Prize awarded to an ineligible entrant may be revoked (if not received) or must be returned (if already received).

Lottery Draw

The Draw process is based upon the results of the first six digits of a number drawn by a random number generator which is drawn every Saturday. The results are published on the website (https://www.gloshospitals.nhs.uk/charity) and are available at 17.45 GMT. The Winning Number for each weekly draw shall be the first six-digit number generated as follows:

1. The Winning Number shall be the first six digits (in the same order) of the random number generator draw which takes place every Saturday.

In order to comply with the 2005 Gambling Act only those Chances for which payment has been received are eligible for entry into the Draw.

In the event that the random number generator draw does not occur or is declared void on a single occasion then the Winning Number shall be determined in the same way but from an alternative method. Details of such an occurrence will be published on the Lottery website.

In the event that the Draw process below ceases to occur or is subject to fundamental change which prevents a Winning Number being selected then The Fundraising Foundry Limited reserves the right to select an alternative Draw process. Such an alternative Draw process would be selected on the basis that the basic principles of the Draw as described would continue and the basic principles of how winners would be selected would continue as described. Such changes will be published on the Lottery website.

The approximate winning probabilities are summarised below

(a) Six Number Match 1 in 1,000,000

(b) Five Number Match 1 in 55,556

(c) Four Number Match 1 in 5,556

(d) Three Number Match 1 in 556

Entries

• The Lottery is held each week.
• A six-digit Game Number will be issued to entrants by post, mail or SMS.
• The six-digit Game Number is unique to each individual chance purchased.
• Tickets (entries) are £1 and can be purchased by Direct Debit or individual play. 
• No participant may purchase more than 10 tickets in any week.
• All ticket (entry) sales are final and no refunds shall be made at any time.
• Only tickets for which full payment has been received are eligible for entry.
• Direct Debit payments are taken one month in advance, and take a minimum of 14 days to process; you will be entered into the first available draw after the collection has been made from your bank account. You will be notified of your first draw date by email or post.
• Each week tickets purchased between 24:00:00 GMT on a Friday and 23:59:59 GMT on the following Friday shall be included in the draw that is held on the following Saturday. The Society shall decide whether or not an entry was received in time for inclusion in any lottery draw.
• Lost, delayed or incomplete entries (caused by corruption of data transmission or otherwise) will not be accepted and the Society does not take responsibility for entries that are lost, delayed or not received for any reason.
• All participants acknowledge that their payment of £1 per ticket to enter the Lottery does not guarantee that they will win any Prize.
• Information (including personal information) submitted in an entry will, unless specifically stated otherwise, be used by the Society in accordance with the Privacy Policy. By entering the Lottery, entrants’ consent to the use of their name being supplied in accordance with additional rules below.

Defining a winner

Prize winners will be determined by whether a player’s Game Number relating to an entry in the Lottery matches all or some of the Winning Number as described above and dependent that the entry relating to the Game Number in question complies with the Gambling Act 2005 regulation of payment already being received.

(a) If all six digits of the Game Number match the Winning Number in the same positions then this is a “6 Number Match”. e.g. if the Game Number is 123456 and the Winning Number is 123456 this is a “6 number match”

(b) If five digits of the Game Number match the first or last five digits of the Winning Number and their positions in the Game Number match their positions in the Winning Number then this is a “5 Number Match” e.g. if the Game Number is 123456 and the Winning Number is 123452 this is a “5 number match” as follows 12345X; if the Game Number is 123456 and the Winning Number is 523456 this is a “5 number match” as follows X23456

(c) If four digits of the Game Number match the first or last four digits of the Winning Number and their positions match then this is a “4 Number Match” e.g. if the Game Number is 123456 and the Winning Number is 123465 this is a “4 number match” as follows 1234XX; if the Game Number is 123456 and the Winning Number is 213456 this is a “4 number match” as follows XX3456

(d) If three digits of the Game Number match the first or last three digits of the Winning Number and their positions match then this is a “3 Number Match” e.g. if the Game Number is 123456 and the Winning Number is 123654 this is a “3 number match” as follows 123XXX; if the Game Number is 123456 and the Winning Number is 321456 this is a “3 number match” as follows XXX456

Prizes

Prize list

(a) For a 6 Number Match, the prize will be £25,000 to the player

(b) For a 5 Number Match, the prize will be £1,000

(c) For a 4 Number Match, the prize will be £100

(d) For a 3 Number Match, the prize will be £10

• Each Game Number shall only be entitled to win one prize in one Draw. The prize won will relate to the highest Number Match to which the Game Number matches.
• The results of each Draw will be published on the website https://www.gloshospitals.nhs.uk/charity
• The winning prize winners will be announced on our website https://www.gloshospitals.nhs.uk/charity
• Prize winners will be notified by email or post (using the details held by the Society or, if different, the details supplied by the entrant in his or her entry) within 28 days of the relevant draw date.
• The Society reserves the right to amend the prizes at any time. Any such changes will be published on the Website, at least one month prior to a change being made.
• Winners of prizes may collect their prizes in one of the following means

(a) by BACS

(b) by any other payment means that may become available to the participating Society

We will make all reasonable efforts to identify and contact winners, however, if a prize winner fails (for whatever reason) to claim their Prize within 60 days of receipt of the Society’s notification, the ticket will expire and the Prize will be forfeited.

General

Gambling

Entering this Lottery is a form of gambling. Entrants are encouraged to gamble sensibly. Please read the Social Responsibility Guidelines, which can be found at https://www.gloshospitals.nhs.uk/charity. Our social responsibility policies cover our commitment to a fair and open draws policy and contain the procedures of how we handle players’ queries and complaints. It is our commitment to follow all guidelines for responsible gambling and best practice problem gambling procedures.

Liability

The Society cannot accept any liability (other than for death or personal injury or other liabilities that cannot, as a matter of law, be excluded) for any damage, loss, costs, expenses or disappointment, whether direct or indirect, caused to or suffered by entrants in connection with this Lottery or as a result of entrants’ accepting or making use of any Prize. In particular, all entrants are solely responsible for providing and (where necessary) updating the Society with their accurate and up-to-date contact details and the Society will be in no way be liable for any failure or inability to contact any entrant due to any errors, omissions or inaccuracies in the contact details that the entrant has provided.

Players closing their account

If a player cancels their payments/account then they will continue to play in the lottery/draw whilst they have sufficient balance in their account to play, unless they specifically request that the balance be returned. If a player closes their account with less than £1 remaining, the remaining balance will be transferred to the Charity. If you would like any balances under £1 to be returned to you please email: ghn-tr.fundraising@nhs.net to make this request including your name, address, ticket number and contact details.

Disputes

In the event of any dispute regarding the Lottery, if the dispute cannot be resolved by the parties within 90 days, it will be referred to the Independent Betting Adjudication Service Limited, an independent third party.

Law

These Rules and any non-contractual obligations connected to them shall be governed by and construed in accordance with the laws of England and Wales and, failing satisfactory resolution of any dispute in accordance with Dispute handling policy, the English and Welsh courts shall have exclusive jurisdiction to settle any dispute which may arise under or in connection with them.

Severance

If any provision of these Rules is found to be invalid by any court having competent jurisdiction, the invalidity of that provision will not affect the validity of the remaining provisions of those terms, which shall remain in full force and effect.

Social Responsibility

The Fundraising Foundry lottery social responsibility guidelines.

This Lottery is promoted and operated by Cheltenham & Gloucester Hospitals Charity (UK Registered Charity Number 1051606) (“the Society”). Registered office: Cheltenham General Hospital, Charity Office, Sandford Road, Cheltenham, GL53 7AN. Cheltenham & Gloucester Hospitals Charity is licensed by Cheltenham Borough Council - 19/02675/LOTR to promote and operate the Lottery in accordance with the provisions of the Gambling Act 2005. Responsible person: Charles Homer, Head of Income Generation, Cheltenham & Gloucester Hospitals Charity.

The Cheltenham & Gloucester Hospitals Charity lottery is operated by The Fundraising Foundry Ltd, an External Lottery Manager (ELM) licensed by the Gambling Commission, account number 57455. The Fundraising Foundry is a company registered in England and Wales with company number 12391987 and whose registered address is 157 Bedford Road, Letchworth Garden City, UK, SG6 4DY.

Fair and open draws policy

The Winning Number for each weekly draw shall be the first six digits (in the same order) drawn using a Random Number Generator (RNG) to determine the winner(s). The draw takes place every Saturday and results are published are published every Saturday at 17:45 GMT on the website - https://www.gloshospitals.nhs.uk/charity/

Complaints Procedure

- All complaints regarding our raffles and lotteries can be made directly to the Society by contacting us at the details above. Please provide your name, contact information and the nature of your complaint.

- A response to the initial complaint or query will be provided within two working days of receipt of the complaint or query. We will respond in full to your complaint within eight weeks of receiving it.

- If the complaint is not satisfactorily resolved, the matter will be escalated in accordance with this policy.

- Each complaint will be taken seriously and fully investigated in order that a satisfactory resolution can be achieved.

- In the event that a satisfactory outcome has not be reached, in accordance with the agreed protocol arranged on behalf of members by the Lotteries Council the complaint will be referred to The Independent Betting Adjudication Service (IBAS), which acts as an impartial adjudicator on disputes that arise between gambling operators and their customers

- The individual who raised the complaint will be provided with IBAS referral details

- The outcome of the IBAS intervention will be reported to the Gambling Commission

Responsible gambling / problem gambling procedure

- Any individual can ask to be removed from our database so they do not receive further emails regarding raffles or lotteries

- If you are having a problem, then you can ask to be excluded from the site

There is also software that blocks access to all online gambling sites. See www.gamblock.com or www.netnanny.com for more details

If you would like to exclude yourself from this lottery and our future lotteries, contact us via the link below:

selfexclusioncgh@thefundraisingfoundry.com

If you would like more information or help and advice from a gambling support agency, please visit www.gambleaware.co.uk.

Problem gambling

Gambling in moderation is okay, but problem gambling can take over your life. Remembering the following will help to keep gambling in check:

- You are buying for fun and helping a charity, not investing money

- Set strict limits on how much time and money you are going to spend, and only gamble what you can afford to lose

- Quit while you are ahead, and don’t chase your losses

- Do not gamble to escape from stress or boredom, and keep up other interests and hobbies

- If you are concerned about your own gambling, or that of a friend or relative, then the following questions may offer you some help and guidance. Answering yes to some of these questions does not necessarily make you a problem gambler but may indicate a problem:

- Do you sometimes spend more money and time on gambling than you can afford to?

- Do you find it hard to stop or manage your gambling?

- Do you have arguments with family or friends about money and gambling?

- Do you always think or talk about gambling?

- Do you lie about gambling or hide it from other people?

- Do you chase losses or gamble to get out of financial trouble?

- Do you gamble until all of your money is gone?

- Do you borrow money, sell possessions or do not pay bills in order to pay for gambling?

- Do you need to gamble with larger amounts of money or for a longer time to get the same feeling of excitement or buzz?

- Do you neglect work, school, family, personal needs or household responsibilities because of gambling?

- Do you feel anxious, worried, guilty, depressed or irritable because of gambling?

- Do you consider or have considered an illegal act to finance your gambling?

- Do you gamble to escape worry, trouble, boredom or loneliness?

- Do you have difficulty sleeping because of gambling?

- Visit www.gambleaware.co.uk for more information and advice.

Remote gambling

- Remote gambling includes gambling online, by interactive television or by mobile phone

- The advice below is designed to help anyone gambling remotely:

- Keep track of the time that you spend playing

- Keep track of the amount you spend playing – remind yourself that it is real money

- Avoid chasing your losses

- If you are a parent, keep your password safe and consider using software to block access to gambling sites from minors.

- You can find further information on blocking software here: www.gamcare.org.uk/self-help/blocking-software

- Look for sites with options where you can set your own spend and session limits, which can help you to control your gambling

Complaints

This Lottery is promoted and operated by Cheltenham & Gloucester Hospitals Charity (UK Registered Charity Number 1051606) (“the Society”). Registered office: Cheltenham General Hospital, Charity Office, Sandford Road, Cheltenham, GL53 7AN. Cheltenham & Gloucester Hospitals Charity is licensed by Cheltenham Borough Council - 19/02675/LOTR to promote and operate the Lottery in accordance with the provisions of the Gambling Act 2005. Responsible person: Charles Homer, Head of Income Generation, Cheltenham & Gloucester Hospitals Charity.

The Cheltenham & Gloucester Hospitals Charity lottery is operated by The Fundraising Foundry Ltd, an External Lottery Manager (ELM) licensed by the Gambling Commission, account number 57455. The Fundraising Foundry is a company registered in England and Wales with company number 12391987 and whose registered address is 157 Bedford Road, Letchworth Garden City, UK, SG6 4DY.

Email: ghn-tr.charitylottery@nhs.net or by phone 0300 422 3231.

Registered office: Cheltenham General Hospital, Charity Office, Sandford Road, Cheltenham, GL53 7AN

Cheltenham and Gloucester Hospitals Charity will handle all complaints in accordance with this procedure:

1. in the event that you contact us with a problem or complaint, we will ask for your name, telephone number, email address and address, along with a brief outline of the nature of the complaint. We will then explain that your complaint or concerns will be passed onto the responsible person or other suitably appointed person, for their urgent attention and that they will contact you personally to investigate the problem or complaint.
2. We will aim to contact you immediately or within one working day. We will take time to listen to you and take a more detailed description of the complaint or dispute in writing. The responsible person or other suitably appointed person will next outline investigations and actions will take place in response to your concerns. If the complaint concerns a canvasser contracted by the fundraising agency recruiting to the lottery, the following additional steps will take place:
   • The charity reports the incident to the fundraising agency as soon as they become aware.
   • The charity will provide the fundraising agency with a written statement of the complaint.
   • A telephone interview will be conducted with the fundraiser against whom the complaint has been made. This will be undertaken by a senior member of management. At this time, the senior manager will make the decision whether or not to suspend the fundraiser. If the fundraiser is suspended we move to 4. All minor complaints are resolved verbally within 4 hours followed by an email response giving complainant statement, fundraiser statement and any other statements that were part of the investigation. It also incorporates a conclusion and action plan. This is supplied within 24 hours.
   • A written statement from the fundraiser will follow, where applicable, to the fundraising agency, clarifying their side of the incident. This needs to be completed within 24 hours.
   • The fundraising agency will complete their investigation. Sometimes the complainant may need to be contacted via the charity again as part of this investigation, ie if the issue is serious or if clarification is needed. We will respond in full to your complaint within 8 weeks of receiving it.

1. Once the responsible person or other suitably appointed person has established the facts concerning the complaint or dispute, you will be contacted to be informed of the results of the enquiry and what actions have been taken.
2. You will be asked if you are happy with what is suggested and also if you understand the procedure and what will happen next. This dialogue will be documented. We will not reveal your personal details to anyone involved in the nature of the complaint.

All complaints and disputes are logged and filed electronically, both in the charity complaints log and with the accompanying documentation. They will be kept on file for 3 years.