If you have any questions about Wings Lotto, or wish to contact us, please use the address below.
If you have any queries please call our Lotto hotline on 0370 085 8844
To contact the RAF Association call 0800 018 2361 or email Elaine Williamson
Royal Air Forces Association
Headquarters, Atlas House
41 Wembley Road
Leicester LE3 1UT
The Royal Air Forces Association Gambling Initiatives Complaints Procedure
The Royal Air Forces Association is committed to providing excellent levels of service. We are constantly striving to meet the rising expectations of our members and supporters, and we welcome feedback on where our services can be improved or where your expectations have not been met.
Issues of concern to our members and supporters can usually be resolved by talking them through with one of our staff. We actively encourage our members and supporters to use our Complaints Procedure so that issues and concerns can be raised with management and addressed appropriately. The following explains how the Complaints Procedure works, what you need to do and what you can expect. There are two levels – Head of Department and Senior Management.
Head of Department Level (1st level) If we haven’t reasonably met your expectations or you wish to make a complaint relating to services or facilities provided by one of our staff you should write or e-mail in the first instance to Elaine Williamson, Supporter Marketing Manager, The RAF Association Atlas House, 41 Wembley Road, Leicester LE3 1UT. Telephone 0116 266 5224. Or call for free on 0800 01812 361, email firstname.lastname@example.org
In expressing concerns it is helpful to include all relevant details such as nature of the complaint, date, people contacted and the other circumstances relating to your complaint. This helps us to quickly and fully understand the nature of your complaint and begin our investigations.
Once we have received your complaint the Head of Department or one of his/her colleagues will acknowledge receipt of your letter in writing within 48 hours – weekends & bank holidays not included. You can normally then expect a full written response within 10 working days of this acknowledgement. Our aim is to resolve the complaint to your complete satisfaction at this level.
If, after receiving our response at the 1st level you feel that your concerns have not been fully addressed you can ask for your complaint to be referred to Senior Management. This will be moved on to a Director.
Once we have received your request to escalate the complaint to a Director we will acknowledge receipt of your letter in writing within 48 hours – weekends & bank holidays not included. You can then normally then expect a full written response within 10 working days of the acknowledgement.. It may be necessary for additional information to be sought from an external source. When this is necessary and we feel it may not be possible to respond to your complaint within 10 working days, we will contact you again. We will explain our reasons for asking for a time extension and seek your approval.
If a satisfactory resolution cannot be reached then the matter can be referred to an independent arbiter. We use IBAS (Independent Betting Adjudication Service) for this purpose – www.ibas-uk.com