Complaints & Dispute Resolution Policy

1 What This Policy Covers

This complaints process covers concerns relating to:

• Competition entries
• Paid entries and free postal entries
• Account issues
• Payment issues
• Prize allocation or prize delivery
• Draw results
• Instant win results
• Website errors or technical issues
• Responsible play or player protection concerns
• Customer service concerns
• Any other issue relating to a competition operated by us

This policy does not prevent a player from exercising any legal rights they may have.

2 How To Make a Complaint

Players can submit a complaint by contacting us using the details below:

To help us investigate properly, players should include as much relevant information as possible, including:

• Full name
• Email address linked to their account
• Order number, ticket number, or competition name, where relevant
• Date of the issue
• A clear explanation of the complaint
• Any screenshots, emails, payment references, or other evidence

We will not reject a complaint simply because a player has not used a specific format, provided we can identify the issue and investigate it fairly.

3 Acknowledging a Complaint

We aim to acknowledge all complaints within 2 working days of receipt.

Our acknowledgement will confirm that we have received the complaint and, where possible, explain the next steps.

If we need more information from the player before we can investigate, we will request it clearly.

4 How We Investigate Complaints

All complaints will be reviewed fairly and objectively.

Depending on the nature of the complaint, our investigation may include reviewing:

• Account records
• Entry records
• Payment records
• Competition rules
• Draw logs or winner selection records
• Instant win allocation records
• Website or system logs
• Customer service correspondence
• Prize dispatch or delivery records
• Any evidence provided by the player

Where possible, the complaint will be reviewed by someone who was not directly involved in the issue being complained about.

5 Response Times

We aim to provide a full response within 10 working days of acknowledging the complaint.

If the complaint is complex or requires further investigation, we may need additional time. If this happens, we will update the player and explain why more time is needed.

Where an extension is required, we aim to provide a final response within 20 working days, unless there is a good reason why this is not possible.

6 Our Final Response

Once we have completed our investigation, we will provide a written response explaining:

• The complaint we investigated
• The information we reviewed
• Our findings
• Whether the complaint has been upheld, partially upheld, or not upheld
• Any action we will take
• Any remedy offered, where appropriate
• What the player can do if they remain dissatisfied

Possible outcomes may include, depending on the circumstances:

• An explanation of what happened
• Correction of an account or entry issue
• Refund of an entry fee, where appropriate
• Replacement entry, where appropriate
• Prize dispatch update or resolution
• Goodwill gesture, where appropriate
• Confirmation that no error has been found
• Improvements to our processes

Each complaint will be considered on its own facts.

7 Escalating a Complaint

If a player is not satisfied with our initial response, they may ask for the complaint to be escalated for a further review.

Escalation requests should be made within 14 days of our final response and should explain why the player disagrees with the outcome.

An escalated complaint will be reviewed by a senior member of the business where reasonably possible.

We aim to complete an escalated review within 10 working days.

8 Dispute Resolution

Where a complaint cannot be resolved through our internal complaints process, and where it is appropriate to do so, we will consider whether the matter should be referred to an independent or external dispute resolution process.

This may include:

• Referring the matter to an appropriate independent third party
• Agreeing to independent mediation
• Seeking independent professional advice
• Using another suitable dispute resolution process agreed between the player and us

The appropriate process will depend on the nature of the dispute.

We will not unreasonably refuse to engage with a suitable dispute resolution process where it may help resolve a genuine complaint fairly.

9 Time Limits for Complaints

Players should raise complaints as soon as reasonably possible after becoming aware of the issue.

To allow us to investigate properly, complaints should normally be submitted within 30 days of the issue occurring.

We may still consider complaints submitted after this period where there is a reasonable explanation for the delay.

10 Fair Treatment of Players

We will handle complaints in a way that is:

• Fair
• Transparent
• Respectful
• Timely
• Evidence-based
• Consistent with our competition terms and conditions
• Consistent with responsible play and player protection principles

Players will not be treated unfairly for making a genuine complaint.

11 Abusive or Unreasonable Behaviour

We understand that complaints can be frustrating. However, we expect all communication to remain respectful.

We may restrict or stop communication where a player:

• Uses abusive, threatening, or discriminatory language
• Repeatedly submits the same complaint after it has been fully reviewed
• Provides false or misleading information
• Acts in a way that is unreasonable or harassing

Where this happens, we will explain our position clearly.

This will not prevent us from properly considering a genuine complaint.

12 Record Keeping

We will keep a record of complaints received, how they were investigated, and the outcome.

Complaint records may be used to:

• Improve our customer service
• Identify recurring issues
• Improve website functionality
• Improve competition processes
• Support responsible play and player protection
• Demonstrate compliance with good practice standards

Personal data will be handled in accordance with our Privacy Policy.

13 Contact Details

Complaints should be sent to:

Please include the word “Complaint” in the subject line where possible so that we can identify and prioritise the matter correctly.

14 Commitment to Improvement

We are committed to operating our competitions fairly and transparently.

Where a complaint highlights an issue with our systems, processes, communication, or customer experience, we will consider what changes can reasonably be made to reduce the risk of similar issues happening again.

Our aim is to resolve complaints fairly, protect players, and maintain trust in the competitions we operate.