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
Contact Us First
Try to resolve the issue directly with our support team
Formal Complaint
If unresolved, submit a formal written complaint
External Review
If still unresolved, contact external dispute services
Contact Information for Complaints
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