Gambling policies and procedures

Gambling Responsibly

• You are buying for fun, you are not investing your money
• Before playing, set strict limits on how much time and money you are going to spend
• Quit while you are ahead
• Only gamble with money you can afford to lose
• Do not spend more money on gambling with the hope to win back money that you have lost
• Keep up other interests and hobbies ? do not let gambling take over your life
• Do not gamble in order to escape from stress or boredom
• Gambling in moderation is okay

• Have others ever criticised your gambling?
• Have you ever lied to cover up the amount you have gambled or time you have spent doing it?
• Do arguments, frustrations or disappointments make you want to gamble?
• Do you gamble alone for long periods?
• Do you stay away from work or college to gamble?
• Do you gamble to escape from a boring or unhappy life?
• Are you reluctant to spend 'gambling money' on anything else?
• Have you lost interest in your family, friends or pastimes due to gambling?
• After losing, do you feel you must try to win back your losses as soon as possible?
• When gambling and you run out of money, do you feel lost and in despair, and need to gamble again as soon as possible?
• Do you gamble until your last penny is gone?
• Have you lied, stolen or borrowed just to get money to gamble or to pay gambling debts?
• Do you feel depressed or even suicidal because of your gambling? 

If you feel you are answering more 'yes' to the above questions than 'no', then it is likely a gambling problem exists. For friendly and helpful advice from trained counsellors call the GamCare helpline on 0845 6000 133. The helpline is open 8am to midnight, 7 days a week. Sometimes just telling someone about your problem can be a relief and it is the first step towards dealing with your problem. You can also visit the GamCare website www.gamcare.org.uk for more information and advice.

The Landmark Trust Raffle Policy on Fair and Open Draws

• All draws are conducted at the raffle management company's premises in plain sight of their staff and representatives from the Landmark Trust.

• Draws are conducted at random using either a random number generator or a blind draw.
• The results are published on our website and are also available on request by telephone, in writing or by email. The winners and runners-up are notified in writing shortly after the draw takes place.
• Rules for the Landmark Trust Raffle are published on websites, on entry forms and the reverse of raffle tickets.
• Printed versions of rules are available on request.
• The Landmark Trust has a complaints procedure in place.

The Landmark Trust Raffle Law and Disorder Policy

• The Landmark Trust will only conduct their lotteries with a registered raffle management company.

• Our raffle management company keeps a record of all tickets that have been distributed.

• Our raffle management company is able to provide information for any police checks of a Lottery Ticket seller that may be carried out. They are able to provide address details and details of any monies sent in for tickets received.

• Our raffle management company operates from secure premises, with fire safes in situ, and uses contractors such as Securicor.

• Our raffle management company processes all entries and handle all monies received for a lottery, however all monies are paid in directly to our own bank account, and banking reports are issued by our raffle management company on a weekly basis.

The Landmark Trust Responsible Gambling / Problem Gambling Procedure

The Landmark Trust has put in place procedures to encourage people to gamble responsibly and to seek help should gambling become a problem:

• The GamCare helpline number and website address is included on all raffle tickets and entry forms. Our own website address is also included on tickets and entry forms ? the website includes information on gambling.

• A page on our website is dedicated to encouraging people to gamble responsibly, and to recognise the signs of problem gambling. We also include the GamCare's helpline and website details for people to refer to should they need further help.

• There is a restriction in place on the number of ticket books or lottery numbers that can be allocated to an individual. The maximum is 5 lottery books per person.

• Players can request a self exclusion from our database for further lottery mailings.

• Players can request the number of books they would like for an individual lottery and also the number of lotteries they would like to participate in on a yearly basis.

Protection of Children and the Vulnerable

The Landmark Trust has taken steps to ensure that our raffle does not attract young people.

We have the following procedures in place to prevent under age players from participating in any raffles promoted by ourselves;

• All persons on the Landmark Trust database are 18 years of age or over and are above the legal age limit for entry into a lottery. We do not send tickets to cold mailing lists.
• The minimum age for play is detailed on the back of all tickets and entry forms produced.
• Any player who provides dishonest information regarding their age automatically forfeits the right to any prize. This fact is also stated on the reverse of all tickets and on all entry forms.
• Any player that is found to be under 16 years of age will have any monies paid in relation to the lottery returned to them.
• In the event that a request to cease mailing lottery packs is received from a vulnerable person's carer, we would remove their details from our mailing database immediately.

The Landmark Trust Raffle Players Queries and Complaints Procedure

If you have any problems when playing the raffle or you are unhappy with the service you receive please call the Landmark Trust on 01628 825920.

Telephone complaints

Initial complaints and queries made direct to the Landmark Trust will be dealt with in a timely manner or if appropriate passed to the raffle management company. The raffle management company has the following procedures in place for dealing with telephone queries and complaints:

• A telephone log sheet is completed at the time of the call, detailing the callers contact details, details of telephone adviser who took the call, nature of the complaint and how the complaint was resolved. The telephone log sheets will be kept on file for 3 years by the raffle management company.

• In the event a complaint cannot be resolved by the raffle management company, the Landmark Trust is notified immediately and the matter is taken internally to resolve.

• All general queries will be logged on the log sheets by the raffle management company and held for future reference.

Written Complaints

Written complaints and queries in regards the Landmark Trust raffle will be responded to within 48 hours of receipt of the complaint by the administration team of our raffle management company. Any complaints received by the Landmark Trust regarding the raffle will be forward to the raffle management company.

The raffle management company will log all complaints on the complaints log sheet, detailing the individuals contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint. The complaints log sheets and written complaints will be kept on file at our raffle management company for 3 years.

In the event the complaint cannot be resolved by our raffle management company, the complaint is logged and forwarded immediately to the Landmark Trust to be resolved internally.

All general queries will be logged on the log sheets by the raffle management company and held for future reference.