Complaints Policy
We want every entrant to have a fair and enjoyable experience. If something hasn’t gone the way it should, we want to hear about it and put it right. This policy explains how to complain to UK Comps Club (operated by Northern Design and Marketing Ltd) and what happens next.
1. How to raise a complaint
Email contact@ukcompsclub.co.ukwith “Complaint” in the subject line. To help us resolve it quickly, please include:
- your name and the email address on your account;
- the competition(s) or order(s) involved, with dates;
- a clear description of what happened and what you’d like us to do;
- any screenshots or reference numbers.
2. Our timescales
- We’ll acknowledge your complaint within 2 working days.
- We aim to give you a full response within 8 weeks, and usually much sooner. Complex cases may take longer — we’ll keep you updated if so.
3. Disputes about a draw or result
Our draws are conducted using a verifiable random method and the result is final once published. If you believe a draw was conducted incorrectly, raise it within 30 daysof the draw and we’ll review the records (including the random draw data) and explain the outcome.
4. If you’re still not happy
If we can’t resolve things between us, you may be able to refer the matter to an independent alternative dispute resolution (ADR) provider. Where a competition is run as a free prize draw or skill competition (rather than under a Gambling Commission licence), it is generally regulated by the Advertising Standards Authority and consumer-protection law rather than the Gambling Commission. We’ll tell you in our final response which routes are available to you, including:
- the relevant ADR scheme (details provided in our final response);
- your right to seek independent legal advice;
- the Citizens Advice consumer service.
5. Records
We keep a record of complaints and their outcomes so we can spot patterns and improve. These records are held in line with our Privacy Policy.
6. Contact
Complaints and feedback: contact@ukcompsclub.co.uk.