Complaints & Disputes Policy

Stage One

If in the very unlikely event you wish to submit a complaint/concern in respect of the YES Society online Charity Raffle, then we would request that you contact YES Society by email: contact@yessociety.org.uk. Where practicable to do so, we will respond to an email within 10 working days of receipt and with the intention of resolving the issue within the same time-frame.

We will attempt to resolve any issue expeditiously over the telephone so please provide a suitable contact telephone number, (and preferred time of day), in your email. If telephone contact is not preferred and the issue is clearly identified in the email, we will immediately take whatever action is deemed necessary to resolve the complaint/concern and state what action has been taken when submitting our reply. If the issue has been dealt with satisfactorily at this stage, (with the complainant’s permission), we will formally record the details in our internal complaints log.

 

Stage Two

If after Stage One, our actions and resolution have not reasonably met the complainant’s expectations, we request that the issue raised is put in writing to: Christopher Hearn, Director, YES Society Limited, Wiston House, 1 Wiston Avenue, WORTHING BN14 7QL and emailed to: contact@yessociety.org.uk.

The letter must include the following:

·   The nature of the complaint/concern.

·   An incident date if applicable.

·   Persons who have already been consulted on this matter.

·   What you would wish/expect of YES Society to fully address/resolve the matter.

·   Please also provide full contact details. 

Once the complaint/concern email has been received by YES Society an automated acknowledgement will be sent by return. From the email acknowledgement date, we will aim to conclude our investigation within 10 working days. All details relating to this complaint/concern will be entered onto our internal complaints log along with a full record of all necessary action taken.

Our aim is to resolve any complaint/concern, to the complainant’s complete satisfaction, at this stage.

 

Stage Three

If, at the end of Stage Two, the complainant still feels that a satisfactory resolution has not been achieved, or cannot be resolved by YES Society, then a dispute relating directly to the YES Society online raffle may be referred by either party to IBAS (Independent Betting and Adjudication Service) for arbitration:

IBAS, PO Box 62639, London, EC3P 3AS

http://www.ibas-uk.com/contact.php

Telephone: 020 7347 5883          Email: adjudication@ibas-uk.co.uk

IBAS will act as impartial adjudicators and YES Society will regard their decision as binding.

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