The Forces Lottery takes great care to ensure that the information posted on this website is the most accurate and reliable information available. However, we do not guarantee the accuracy of any information on or accessed through this website. We cannot accept any liability for loss or damage including, without limitation, any direct, indirect or consequential loss or damage or other losses or damage of any direct, indirect or consequential loss or damage or other losses or damage of whatsoever nature arising out of or relating to the use of this site or its contents.
Through this website, you are able to link to other websites which are not under the control of The Forces Lottery. We have no control over the nature, content, and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
Every effort is made to keep the website up and running smoothly. However, The Forces Lottery takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
To view a copy of The Forces Lottery rules please click here
To view our self exclusion policy please click here
No part of this website may be republished, reproduced, downloaded, displayed, distributed, posted, transmitted or sold in any form or by any means in whole or in part without prior permission from us. Users of this website may not reproduce or reuse, for any commercial purpose whatsoever, any aspect of the website content.
All graphics on this site are the property of The Forces Lottery and may not be copied or replicated in any way without prior consent.
Sterling Management Centre Ltd is committed to providing excellent levels of service. We are constantly striving to meet the rising expectations of our clients and their members, and we welcome feedback on where our services can be improved or where your expectations have not been met.
Issues of concern to our clients and their members can usually be resolved by talking them through with one of our telephonists. A telephone log sheet is completed at the same time of the call, detailing the caller's contact details, who took the call, 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 clients and their members to use our Complaints Procedure so that issues and concerns can be raised with management and addressed appropriately. This publication 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.
1. 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 the head of the department.
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 and you can normally expect a full written response within 10 working days of this acknowledgment. Our aim is to resolve the complaint to your complete satisfaction at this level.
2. Senior Management Level (2nd 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 the Senior Management.
You can normally expect a full written response to your complaint within 10 working days of our acknowledgment of the complaint reaching the 2nd 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 IBAS (Independent Betting Adjudication Service) for this purpose – www.ibas-uk.com