• 1st prize: £1,000
  • 2nd prize: £50
  • Runner-up prizes: 70 x £5
  • Rollover Jackpot: Min £100 - Max £5,000

    • and automatically be entered into our Super Draws

The Small Print - Complaints and Disputes

St Andrew’s Hospice will:

a) Provide this Complaints and Disputes Procedure to a potential or actual customer (“the customer”) via St Andrew’s Hospice website, or by other appropriate means, upon request and following receipt of a customer complaint.
b) Handle all complaints in accordance with this Complaints and Disputes Procedure.
c) Advise the Gambling Commission on the status of all disputes that are referred to the Promoter (see below).

The Complaints and Disputes procedure is outlined as follows:

  • Stage 1
  • In the event that a customer has encountered a problem or has a concern to raise in respect of St Andrew’s Hospice Big Fish Lottery, then St. Andrew’s Hospice will in the first instance advise the customer to contact the Lottery Office.
  • Any problems or concerns that are brought to the Lottery Office’s attention will be formally recorded within the Complaints Log, initially as an ‘incident’, for St Andrew’s Hospice future analysis and Gambling Commission reporting purposes.
  • We aim to respond as soon as possible, but normally within five days. If the investigation of the complaint is likely to take longer than five days, we will write to you to let you know the proposed timescales and next steps, aiming to resolve your complaint within a maximum of 30 days.
  • We will investigate your complaint involving relevant parties as necessary.
  • We will contact you to let you know the outcome of your complaint and any actions we have taken as a result of this.
  • Stage 2
  • If you are unhappy with the resolution of your complaint, you should put your complaint in writing to Marcus Hassall, St. Andrews Hospice, Peaks Lane, Grimsby. DN32 9RP. The matter will be escalated to a ‘dispute’, if applicable.
  • You will then be sent an acknowledgement of your complaint in writing, within 48 hours of us receiving it and an investigation of your complaint will then begin.
  • Every effort will be made to complete this investigation within 7 days of receipt.
  • We will then contact you with our findings, recommendations and proposed actions.
  • Stage 3
  • If you are still not satisfied, we will refer your complaint/dispute to the, free to access, Independent Betting Adjudication Service (IBAS) within two months of our decision (www.ibas-uk.com).
  • IBAS will act as an impartial adjudicator after the complaint/dispute has been through both of the above stages of our own internal dispute procedure and a deadlock still exists. An IBAS panel of experts will apply their specialist knowledge to the facts and adjudicate by reference to our own terms and conditions.

St Andrew's Hospice is licensed and regulated in Great Britain by the Gambling Commission, under account number 4994. www.gamblingcommission.gov.uk.

In 2023, £376,005 was raised from ticket sales in our weekly lottery and seasonal super draws, with 60.22% going towards St Andrew's Hospice, incorporating Andy's, to provide care to patients of all ages with life-limiting illnesses, and support for those who care for them. This translated to a fantastic £226,411.82 (based on the lottery submissions made by St Andrew's Hospice to the Gambling Commission during the 2023 calendar year)! Of the other funds raised, 21.33% was spent on prizes, and a further 18.46% went towards expenses.

The weekly lottery and seasonal super draws are promoted by St Andrew's Hospice, Peaks Lane, Grimsby, Lincolnshire, DN32 9RP. Responsible person: Marcus Hassall. Registered Charity No. 1011117 (England). Company No. 2710865.

In 2023, the likelihood of winning a prize was, on average, 1 in 109 in our regular weekly lotteries, and 1 in 373 in our seasonal super draws. Our Rollover prize increases by £100 each week it isn't won (when in 2023, the likelihood of winning was, on average, 1 in 440,292) and if it reaches £5,000, then one lucky player will be guaranteed to win that week (when the likelihood of winning reverts to the aforementioned weekly lottery average).

£1 per entry. All proceeds to St Andrew's Hospice incorporating Andy's. Must be 18 or over to play. Underage gambling is an offence. Full terms and conditions can be found by clicking here.

This web page is hosted by StarVale Management & Technologies Limited, which is licensed and regulated in Great Britain by the Gambling Commission under account number 3273.

If you’re worried about how gambling makes you feel, GambleAware can help www.gambleaware.org