At Charities Trust we work hard to get things right the first time but we’re human so occasionally things go wrong. We want to know if you are not satisfied with our service so that we can put things right.

So if you have a complaint please contact us:

By email: using the contact form at the bottom of this page.
By telephone: 0151 286 5129
By post: Charities Trust, Suite 22 Century Building, Tower Street, Liverpool L3 4BJ

We will try to resolve your complaint quickly and fairly. We aim to acknowledge receipt of your complaint by the end of the next business day and resolve the majority of complaints within four working days.

If we need longer to respond because of the complexity of the complaint we will let you know.

It will help us to deal with your complaint quickly if you provide:

  1. Your name and address
  2. Your email address
  3. Your employer (if relevant)
  4. Your account number or customer reference number (if applicable)
  5. A daytime telephone number where we can contact you
  6. Details of your concern or complaint
  7. What you would like us to do to resolve your complaint

We have a two stage complaints procedure which includes an internal escalation process to senior managers. We normally expect to resolve your concern at Stage One but if you are not happy with our response please contact our Chief Executive Officer at the above address.

If your complaint relates to one of our lotteries and you are not satisfied with the resolution then the matter will be referred to an approved Alternative Dispute Resolution (ADR) entity.  Charities Trust uses the Independent Betting Adjudication Service (IBAS) for this purpose who are on the Gambling Commission’s approved ADR list.  You can contact them at;  PO Box 62639, London, EC3P 3AS; 0207 347 5883 or visit their website at  Services provided by IBAS are free of charge to our customers.

Further information relating to our lotteries can be found in the Rules / Terms and Conditions for our lotteries.

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