Complaints Procedure

How to raise concerns or disputes about our competitions

Last updated: January 2025

Fair Resolution Process

We take all complaints seriously and are committed to resolving them fairly and promptly. This page outlines our complaint procedure and your rights as a participant.

How to Make a Complaint

1

Contact Us First

Try to resolve the issue directly with our support team

2

Formal Complaint

If unresolved, submit a formal written complaint

3

External Review

If still unresolved, contact external dispute services

Contact Information for Complaints

Email

[email protected]

Address

5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN

Response Time

Within 5 working days

Reference

You'll receive a complaint reference number

What to Include in Your Complaint

Please provide the following information:

Essential Details

  • • Your full name and contact details
  • • Account username or email
  • • Competition name and date
  • • Clear description of the issue

Supporting Evidence

  • • Screenshots or images
  • • Entry confirmation emails
  • • Any correspondence with our team
  • • What resolution you're seeking

Our Response Process

Acknowledgment (Within 24 hours)

We'll acknowledge receipt of your complaint and provide a reference number.

Investigation (5 working days)

We'll thoroughly investigate your complaint and gather all relevant information.

Response (Within 10 working days)

We'll provide a detailed written response with our findings and any remedial action.

Common Types of Complaints

Competition-Related

  • • Questions about competition results
  • • Technical issues during participation
  • • Concerns about adjudication process
  • • Prize fulfillment problems

Service-Related

  • • Account access issues
  • • Payment processing problems
  • • Customer service concerns
  • • Website functionality issues

External Dispute Resolution

If You're Not Satisfied with Our Response

If you remain dissatisfied after our internal complaints process, you have the right to escalate your complaint to external bodies:

Alternative Dispute Resolution

We participate in alternative dispute resolution schemes for consumer complaints.

Contact: Centre for Effective Dispute Resolution (CEDR)

Legal Action

You always retain the right to pursue legal action through the UK court system if you believe your complaint has not been resolved satisfactorily.

Our Commitment to Fair Resolution

Timely Response

We respond to all complaints within our stated timeframes

Fair Investigation

All complaints receive thorough and impartial investigation

Clear Communication

We provide clear, detailed responses to all complaints

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Registered office: 5 South Charlotte Street, Edinburgh, EH2 4AN.

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