LPS Promotions Ltd is committed to maintaining high standards and to constantly improving its service to clients, employees, representatives, donors and supporters.

All complaints are logged into a central register and investigated promptly in line with our complaints procedure.

What classifies as a complaint?

We define a complaint as a situation or instance where you consider that we’ve fallen short of your reasonable expectations. We recognise a complaint as any statement of dissatisfaction with our service offering.

• In order for us to resolve your complaint quickly, please let us know as soon as possible if you’re unhappy with anything that LPS Promotions Ltd, or its representatives, have or have not done. If you require an urgent response or action, please phone the LPS admin office on 01202 200999.
• If your complaint is against an individual, either let them know directly what you’re unhappy about and they will try to resolve the problem straight away.
• To raise a complaint directly with us please email us or call usEmail: feedback@lotterypromotions.co.ukPhone: 01202 200999

When emailing or calling, please include the following information:

• • Your full name, company or business name, contact details and preferred method of contact e.g. email or phone.
  • The date and time of the incident, the location and address. The reason and details of your complaint. If you complaint is against an individual, please include their name which is shown on their ID badge.
  • Any particular actions you wish us to take to resolve your complaint

We’ll respond to your complaint or concern, and resolve it quickly, fairly and effectively. We promise to deal with your complaint sensitively.

We’ll acknowledge your complaint, no later than the next working days after receipt. Wherever possible, we’ll provide a full resolution to your complaint within five working days.

Where your complaint requires us to undertake further investigations, we’ll provide you with an expected timescale for our response as part of your acknowledgement and keep you up-to-date throughout our investigations. Where this is the case, we’ll also tell you who is managing your complaint so you have a point of contact should you need to get in touch with us. In any event, you should expect to receive a full response from us at the earliest opportunity and no later than 28 working days/1 calendar month from the date we received your complaint.

In order to assist us with your complaint, please provide as much detail as possible in your initial complaint. There may be some occasions where we need to ask you for more information to investigate fully and, if this is the case, your detailed response will enable us to resolve your complaint as promptly as possible.

You may want to complain without sharing your personal details. If this is the case, we’ll investigate the complaint and use the information to improve our service offering in any way we can but we’ll be unable to advise you of the outcome.

On rare occasions we may choose not to respond to your complaint, these may include:

• When we believe a complainant unreasonably pursues a complaint that we have already responded to.
• When a complainant is being obviously abusive, prejudiced or offensive.
• When a complainant is harassing one of representatives.