Hi,
Do you have a separate policy for this, that sits alongside your hospices?
In the example provided, did it get resolved at the time, following a call/email etc. I would log this as a customer interaction. I would only log it as a complaint if it went on and/or couldn’t be resolved.
A complaint is an expression of dissatisfaction, either written or spoken. A ‘complaint’ means a complaint about any aspect of the licensee’s conduct of the licensed activities or lottery office service delivery.
A dispute is about the customer’s gambling transaction (including management of the transaction) which has not been resolved at the first stage of the operator’s complaints procedure.
A complaint has to be resolved within eight weeks from receipt of the formal complaint.
By virtue of membership of the Hospice Lotteries Association, LOROS Lotteries Limited nominates the Independent British Adjudication Service (IBAS) as its arbitrator. If a complaint can not be resolved.
Hope this helps
Colette