Here you'll find information about our terms and conditions, including our complaints and disputes procedure.

Pilgrims Hospices Lottery terms and conditions

These terms and conditions are the lottery rules and by entering the lottery, entrants agree to be bound by these rules.

  • This lottery is being promoted on behalf of Pilgrims Hospices in East Kent.
  • For the purpose of the Gambling Act 2005, this lottery is defined as a ‘Society Lottery’.
  • This lottery is licensed by the Gambling Commission.
  • To enter the lottery you must be a UK resident and over 16 years of age.
  • Under the Gambling Act we have a legal duty to verify that members and potential members are 16 years or over.
  • There will be 106 guaranteed winners every week of 106 cash prizes.
  • There will also be one cash rollover prize starting at £500 and increasing by £500 each week until won or continuing for a maximum of 40 weeks when a winner will be guaranteed.
  • New members will be sent a unique lottery number, randomly selected by secure computer software.
  • All tickets will be priced at £1.
  • All lottery entry sales are final and no refunds shall be made at any time. All entrants acknowledge that their payment of £1 per ticket does not guarantee that a prize will be won.
  • The draw will be made weekly at our lottery office premises and winners will be notified through the post. No claiming is required.
  • Results will be published on our website.
  • All winnings will be made payable by cheque in the name of the entrant only.
  • Last year (2019-2020) we sent out £208,000 worth of prizes to 5,519 people and had a total of 1,086,000 entries across the year giving a 1:196 chance of winning a prize, every membership number had a 0.51% chance of winning a prize.
  • Winners are selected by a random number generator in our lottery software; donorflex Lottery is fully licensed and regulated by the Gambling Commission and their Random Number Generator has been independently tested, using a variety of industry-standard statistical tests. The independent tests were carried out by a Gambling Commission approved test house which is accredited to ISO/IEC 17025:2005’
  • Entry to the draw can be made by direct debit, standing order or debit card, in person, over the telephone, online, by cheque and, in some areas, by cash.
  • Entry can also be made by the purchase of counterfoil raffle ticket (when available).
  • Full payment for each ticket must be received before the ticket can be entered in the draw. Only tickets for which full payment has been received are eligible to win a prize.
  • It is the responsibility of the entrant to ensure that payment is made in advance of each draw date.
  • It is the responsibility of the entrant to provide Pilgrims Hospices Lottery with their accurate and up to date contact details and Pilgrims Hospices Lottery will be in no way liable for any failure or inability to contact any entrant due to any errors, omissions or inaccuracies in the contact details that the entrant has provided. In the event of an entrant changing their contact details, they will be solely responsible for advising Pilgrims Hospices Lottery of the change.
  • Lottery membership can be cancelled at any time by notifying Pilgrims Hospices Lottery in writing, by phone or via email. Cancellations received after 5pm on the Wednesday of each week will not be actioned until the following week.
  • Pilgrims Hospices Lottery shall not be liable to the member for any loss or damage suffered or arising from:

- Delays or failures in the postal services or other delivery methods used by Pilgrims Hospices Lottery or the member from time to time

- Delays or failures by the banking system used by Pilgrims Hospices Lottery or the member

- Delays or failures in software or other systems used by Pilgrims Hospices Lottery in the administration of the lottery

- Any refusal by Pilgrims Hospices Lottery to accept registration of an individual into membership of the lottery

- Any failure to enter a chance into the draw

- Any event beyond the reasonable control of Pilgrims Hospices Lottery.

  • Tickets are not to be sold to or by any person under 16 years of age. Any person found to be under 16 years of age automatically forfeits the right to any prize. No ticket to be sold by or to any person in the street.  Winners may be asked to take part in reasonable post event publicity. Licensed and regulated by the Gambling Commission under the Gambling Act 2005, Reference number 32175

Any complaints relating to the lottery should be sent in writing to the Lottery Manager at Pilgrims Hospices Lottery giving full details of the complaint and supporting documentation if appropriate. All complaints will be dealt with in accordance with our complaints procedure, a copy of which can be obtained by sending a stamped addressed envelope to the Lottery Office. Please click here to read our full disputes procedure for Pilgrims Hospices Lottery.

Pilgrims Hospices in East Kent reserves the right to amend these terms and conditions at any time.

Data protection

Pilgrims Hospices Lottery is committed to protecting its members’ privacy. Data that is collected from the member is used lawfully in accordance with the Data Protection Act 2018.

If you are a Lottery member we will keep in touch with you, and from time to time we will send you updates about the hospice, our events and campaigns. Please see the consent section when joining or renewing your Lottery membership via the online form.

Pilgrims Hospices in East Kent

  • Promoter: Mrs S Sharp
  • Registered Company Number: 2000560
  • Registered Charity Number: 293968

These terms and conditions were updated 1 July 2020.

Complaints and disputes procedure

We are constantly striving to meet the rising expectations of our members, and we welcome feedback on where our services can be improved or where your expectations have not been met.

Issues of concern by our members can usually be resolved by talking them through with one of our telephonists on 01227 379 741. A telephone log sheet is completed at the same time of the call, detailing the callers contact details, who took the call, the nature of the complaint and how the complaint was resolved. However, we recognise that sometimes this may not be appropriate or you may feel your concerns have not been properly addressed after talking them through with us.

We actively encourage our members to use our complaints procedure so that issues and concerns regarding Pilgrims Hospices Lottery operating within Gambling Act regulations can be raised with management and addressed appropriately. Below, we explain how our 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 (First 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 email in the first instance to the head of department:

In expressing concerns, it is helpful to include all relevant details such as the nature of the complaint, the 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. You can normally 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.

Senior Management Level (Second level)

If, after receiving our response at the first level, you feel that your concerns have not been fully addressed, you can ask for your complaint to be referred to Senior Management.

You can normally expect a full written response to your complaint within 10 working days of our acknowledgement of the complaint reaching the second level. 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 the Independent Betting Adjudication Service (IBAS) for this purpose: