Last updated: 27 April 2026
We are committed to running the Horsforth Local Lottery in a fair, open, and transparent way. If something has gone wrong, or you believe we have not met our obligations, we want to hear about it so that we can put it right.
How to Raise a Complaint
To raise a complaint, please use the contact form on the Horsforth Town Team website and select "Complaint" as the subject. Please provide as much detail as possible, including the date of the incident and any relevant ticket or draw information.
What Happens Next
Acknowledgement
We will acknowledge your complaint within 5 working days of receiving it. Our acknowledgement will confirm that we have received your complaint and will tell you the name of the person handling it.
Investigation
We will investigate your complaint thoroughly and impartially. This may involve reviewing our records, speaking with relevant members of the lottery subcommittee, and (where appropriate) consulting with our licensing authority.
Substantive Response
We will send you a full written response within 28 days of receiving your complaint. If we need more time (for example, because the matter is complex or requires further investigation), we will let you know and give you a revised timescale.
Our Decision
Our response will set out our findings and, where appropriate, any remedial action we will take. If your complaint relates to a prize claim, draw result, or ticket dispute, our decision on these matters will be explained clearly.
If You Are Not Satisfied
Gambling-Related Disputes
If your complaint relates to gambling (for example, a prize claim dispute, a conduct concern, or a complaint about our gambling practices) and you are not satisfied with our response, you may refer the matter to the Independent Betting Adjudication Service (IBAS). IBAS provides free, independent adjudication for unresolved gambling disputes. Visit ibas-uk.com or call 020 7347 5883.
You may also contact the Gambling Commission directly at gamblingcommission.gov.uk. The Gambling Commission does not adjudicate individual disputes but can take regulatory action if we are in breach of our licence conditions.
Data Protection Complaints
If your complaint relates to how we have handled your personal data and you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.
General Consumer Complaints
For complaints not covered by the above, Citizens Advice (citizensadvice.org.uk) provides free, impartial guidance on your consumer rights.
Our Commitment
We will treat all complaints confidentially, handle them without bias, and use them to improve how we operate. No person who raises a complaint will be treated less favourably as a result of doing so.