Complaints procedure

Last updated: [LAST UPDATED DATE]

We want to put things right if something has gone wrong. Here is how to complain and what you can expect from us.

1. Contact us

Email with "Complaint" in the subject, or write to , . Please include your name, the email address on your account (if you have one), the competition and order or entry number, what went wrong and what you would like us to do.

2. What happens next

• We will acknowledge your complaint within [ACK TIME, e.g. 2 working days].
• We aim to resolve it within [RESOLUTION TIME, e.g. 14 days]. If it is complex we will tell you why and when to expect an answer.
• Our final written response will explain our decision and any remedy (for example a refund or a corrected entry).

3. Draw disputes

Every draw is recorded with the winning entry number, the number of entries and the time, and administrative actions are logged in our audit trail. If you dispute a draw result, we will review these records and explain our findings to you.

4. If you are still unhappy

If you are not satisfied with our final response, you can escalate the complaint to [ESCALATION / ADR PROVIDER, if any]. You may also contact Citizens Advice (citizensadvice.org.uk, 0808 223 1133) or take the matter to the small claims court. For data protection complaints you can contact the ICO. Payment disputes can also be raised with your card issuer.