If something has gone wrong, we want to know. This page explains how to tell us, who looks at it, how long we take and what to do if you are still not satisfied.
We would rather you complained than walked away quietly. A complaint about a draw, a prize or the way the site works is the fastest way for us to find out that something is broken.
What you can complain about
Anything to do with us, including:
- a competition, a draw or a result
- a prize, its delivery, its condition or a cash alternative
- an entry that did not go through, or went through twice
- a payment, a refund or a charge you did not expect
- your account, your details or a self exclusion that was not honoured
- something we have advertised, and how we advertised it
- how we have handled your personal information
- how a member of our team has treated you
How to complain
By email, which is quickest: PLACEHOLDER_COMPLAINTS_EMAIL
By post: Complaints, PLACEHOLDER_PO_BOX, PLACEHOLDER_TOWN, PLACEHOLDER_POSTCODE
Please tell us:
- your name and the email address on your account
- the competition name and competition number, if it relates to one
- your ticket numbers or order number, if you have them
- what happened, and when
- what you would like us to do about it
You do not have to use any particular form of words, and you do not have to use the word “complaint”. If you would rather someone else raised it for you, that is fine; just tell us in writing that you are happy for us to deal with them.
If you need to complain in another format, or need help putting it in writing, tell us and we will find a way that works for you.
What happens next, and when
| Stage | What we do | How long |
|---|---|---|
| 1. Acknowledgement | We confirm we have your complaint, give it a reference and tell you who is dealing with it | Within two working days |
| 2. Investigation | We look into it. That may mean checking payment records, entry logs, the draw recording, or talking to a prize supplier. If we need anything more from you we will ask | Within PLACEHOLDER_INVESTIGATION_DAYS working days |
| 3. Our answer | We write to you with what we found, our decision, and what we are going to do. If we got it wrong we will say so and put it right | Within eight weeks of the complaint at the latest |
| 4. Review | If you are not happy with the answer, reply and ask for it to be reviewed. Someone who was not involved the first time looks at it again | Within PLACEHOLDER_REVIEW_DAYS working days |
If an investigation is going to take longer than we said, we will tell you before the deadline passes, explain why, and give you a new date.
If a complaint concerns a draw that has already happened
Draws cannot be re-run once the result is published, because the entry list is locked and timestamped before the draw and published afterwards. If a complaint about a draw is upheld, the remedy will be a refund, a replacement entry into a comparable competition, or compensation, depending on what went wrong. We will explain which and why.
You can check any past draw yourself before complaining: the winning ticket number, the recording and the full entry list for every competition are on the draw results page.
If you are still not satisfied
If we have given you our final answer and you do not accept it, you have options.
Alternative dispute resolution. If we cannot resolve your complaint between us, we will write to you confirming that we have reached deadlock, and tell you the name and website of an alternative dispute resolution provider that can consider it, and whether we will take part. ADR is an independent service that looks at consumer complaints without going to court.
[LEGAL CHECK] An ADR provider needs naming here before publication, along with confirmation of whether we are obliged to use one or are volunteering to. See item 4 of the review note.
Advertising. If your complaint is about an advertisement, including anything we have published on the website or on social media, you can complain to the Advertising Standards Authority at asa.org.uk. The ASA is independent of us and free to use.
Your personal information. If your complaint is about how we have handled your data, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint, or on 0303 123 1113.
Consumer advice. Citizens Advice can give you free, impartial advice about your rights at citizensadvice.org.uk, and can refer matters to Trading Standards.
The courts. Nothing here stops you taking the matter to court. Our terms and conditions set out the law and jurisdiction that apply.
What we do with complaints
Every complaint is logged with its outcome, and we review them together each month to look for patterns rather than treating each one as a one off. If several people hit the same problem, the problem is ours to fix, not theirs to work around.
We keep complaint records for six years. See the privacy policy for what that means for your information.
Gambling Commission
Our competitions are prize competitions with a free entry route, not lotteries or gambling under the Gambling Act 2005, so we are not licensed by the Gambling Commission and it cannot consider a complaint about us. The Commission does not approve, vet or adjudicate on prize competitions. If you believe a promotion on this site should be licensed, you are free to raise it with them, and we would ask you to tell us as well so we can look at it ourselves.