Your feedback is important to us

At Western Isles Lifestyle Lottery, 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 Western Isles Lifestyle Lottery directly via the following methods:

By email

[email protected]

By post

Western Isles Lifestyle Lottery
Gatherwell Ltd
PO Box 888
Oxford
OX1 9PS

We aim to respond to all written complaints within five working days of receipt.

By phone

Please call us on: 0300 30 20 444

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 to this process are paid for by Western Isles Lifestyle Lottery.

The nominated independent ADR is:

Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS

Western Isles Lifestyle Lottery is regulated by Comhairle nan Eilean Siar .

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 Comhairle nan Eilean Siar about our failure to operate a proper complaints process.

Comhairle nan Eilean Siar 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 Comhairle nan Eilean Siar's licencing department are as follows:

Comhairle nan Eilean Siar
Council Offices
Sandwick Road
Stornoway
Isle of Lewis
HS1 2BW

Telephone: 01851 600 501