Complaint Procedure
Your feedback is important to us
At Geordie Jackpot, we always aim to provide the highest possible standards of service. If you feel at any time that the service you have received is below the expected level, then we would like to hear from you. Please find details of our complaints procedure below:
You can contact Geordie Jackpot directly via the following methods:
By email
[email protected]By post
Geordie Jackpot
Gatherwell Ltd
Lytchett House, 13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
We aim to respond to all written complaints within five working days of receipt.
By phone
Please call us on: 01916 03 06 03
In the unlikely event that you feel your complaint has not been resolved to your satisfaction; you can request that it be escalated to a Senior Manager for review. We aim to respond to escalated complaints within 10 working days.
As a final stage, we offer a process of Alternative Dispute Resolution (ADR) though an independent arbiter. All costs associated with this process are paid for by Geordie Jackpot.
The nominated independent ADR is:
Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS
Telephone:
020 7347 5883
Fax:
020 7347 5882
Email:
[email protected]
Geordie Jackpot is regulated by Newcastle City Council Licence Number LOTT267 - Bauer Radio Cash for Kids is a registered charity (number 1122062); 10% of ticket sales will be donated to this charity.
If you feel that we have not dealt with your complaint properly or that we have not followed our own published complaints procedure, you can complain to Newcastle City Council about our failure to operate a proper complaints process.
Newcastle City Council is a regulator and not a complaint handling body and they will not investigate the facts of your complaint, nor will they alter the decision that we have made in our internal complaints process. The council reviews whether we have adhered to the terms of our operating licence. It does not investigate consumer complaints, rule on prize disputes, pay compensation or provide legal advice.
The contact details of Newcastle City Council's licencing department are as follows:
Licensing Authority
Public Safety and Regulation
Newcastle City Council
Civic Centre
Newcastle upon Tyne
NE1 8QH
Telephone: 0191 278 7878
