Raffle complaints procedure

The Stroke Association recognises that there may be times when our supporters who take part in our prize draws may wish to raise concerns about problems they have encountered. It is our policy to encourage free communication so that any difficulty can be quickly resolved.

In the first instance please contact the Stroke Association directly by calling our dedicated supporter care team on 0300 330 07 40.

We will respond to initial complaints and queries within 48 working hours of receipt of the complaint.

If the complaint is not satisfactorily resolved, the matter will be escalated appropriately.

Every complaint will be taken seriously and fully considered by the Stroke Association in order that a satisfactory resolution can be achieved.

In the event that a satisfactory outcome can still not be reached, the matter 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 player will be provided with IBAS referral details.

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