1. Purpose and Scope

Prize Draw Time Ltd (“Prize Draw Time”, “we”, “us”) is committed to providing a fair, transparent and enjoyable prize draw experience for all participants. This policy sets out our formal complaints procedure in accordance with applicable UK law and the voluntary Code of Conduct for Prize Competitions.

• All customers who have entered, attempted to enter, or enquired about any Prize Draw Time competition.
• All complaints received via any channel — email, online form, social media, post or telephone. This is a non-exhaustive list.
• All staff, contractors and agents acting on behalf of Prize Draw Time.

2. What Constitutes a Complaint

A complaint is any expression of dissatisfaction — whether justified or not — from or on behalf of a customer relating to our activities. This includes but is not limited to:

• Draw outcomes, winner selection or result announcements.
• Ticket purchasing, pricing or payment processing issues.
• Failure to receive prizes or prize fulfilment delays.
• Misleading or unclear marketing, advertising or terms and conditions.
• Account access, registration or account management problems.
• Data protection, privacy or use of personal information concerns.
• Customer service conduct or response quality.
• Technical faults with the website or app.
• Concerns about the fairness or integrity of a draw.

General enquiries, feedback or requests for information are not complaints but will still receive a prompt and helpful response.

3. How to Make a Complaint

We offer several ways to submit a complaint. Please provide as much detail as possible to allow us to investigate promptly.

3.1 Contact Methods

3.2 Information to Include

To help us resolve your complaint as efficiently as possible, please provide:

• Your full name and the email address used to register your account.
• Your order or ticket reference number(s).
• The competition(s) concerned, including draw date if known.
• A clear description of your complaint and what happened.
• Details of any previous contact with us about this issue.
• The outcome you are seeking.
• Any supporting evidence (e.g. screenshots, confirmation emails).

4. Our Complaints Procedure

*Timeframes quoted – do not take in Bank / Public Holidays.

4.1 Stage 1 — Acknowledgement

We will acknowledge receipt of your complaint within 2 working days. Our acknowledgement will confirm your unique complaint reference number, the name of the team member handling your complaint, and the expected timescale for our full response.

4.2 Stage 2 — Investigation

A designated complaints handler will review your complaint. This may involve:

• Reviewing your account and transaction history.
• Examining draw records, entry lists and randomisation logs.
• Reviewing relevant correspondence and system logs.
• Consulting third-party payment providers or platform suppliers where applicable.
• Reviewing our terms and conditions and marketing materials.

4.3 Stage 3 — Written Response

We will issue a full written response within 14 working days. Our response will summarise the complaint as we understand it, set out our investigation findings, explain our decision with reasons, detail any remedial action, and explain your options if you remain dissatisfied.

If our investigation is taking longer than 14 working days, we will contact you to explain why and provide a revised timescale. All complaints will receive a final response within 28 working days.

4.4 Stage 4 — Escalation

If you are not satisfied with our initial response, you may request a formal escalation review within 14 days of receiving it. Your complaint will be reviewed by a senior team member not involved in the original investigation. Please state clearly why you remain dissatisfied.

5. Possible Outcomes and Remedies

Where we uphold a complaint, we will offer a proportionate and appropriate remedy. Depending on the nature of the complaint, this may include:

• A full or partial refund of ticket costs (processed within 5 working days after resolution, to the original payment method).
• Issuing tickets for a future draw.
• Correcting an administrative error in draw records.
• A goodwill gesture such as complimentary entry to a future competition.
• A written apology.
• A change to our processes to prevent recurrence.

Remedies will not be disproportionate to the circumstances or unfair to other participants.

6. External Escalation and Regulatory Bodies

If you have exhausted our internal complaints procedure and remain dissatisfied, you have the right to contact the relevant external bodies.

6.1 Citizens Advice Consumer Service

Citizens Advice can advise on your consumer rights and may refer your case to Trading Standards.
Website: www.citizensadvice.org.uk
Phone: 0808 223 1133 (free, Monday to Friday 9am–5pm)

6.2 Trading Standards

Trading Standards enforces consumer protection law. Referrals are made automatically via Citizens Advice (above).

6.3 Financial Conduct Authority (FCA)

If your complaint concerns a regulated payment transaction, you may contact the FCA or seek a chargeback via your card issuer.

7. Data Protection

All personal data provided as part of a complaint will be handled in accordance with our Privacy Policy and the UK GDPR (Data Protection Act 2018):

• Complaint data will be used solely for investigating and responding to your complaint.
• Records will be retained for a minimum of 3 years to meet our legal obligations and identify systemic issues.
• Data will not be shared with third parties except where required by law or necessary to investigate your complaint.
• You have the right to access your personal data at any time — contact: support@prizedrawtime.com

8. Vulnerable Customers

We are committed to treating all customers fairly, with particular care for those who may be vulnerable. If you are in a vulnerable situation (including financial difficulty, mental health challenges or bereavement), please let us know and we will:

• Handle your complaint with additional sensitivity and flexibility.
• Offer alternative communication formats where required.
• Allow a third party (e.g. carer, solicitor or advocate) to act on your behalf.
• Signpost to relevant support services where appropriate.

Participants must be 18 or over. Where a complaint involves a person under 18, we will void the entry, issue a full refund and escalate internally.

9. Unreasonable and Vexatious Complaints

We take all complaints seriously and investigate in good faith. However, we reserve the right to decline to investigate where a complaint is:

• Repetitive and substantially the same as a complaint already fully investigated and responded to.
• Abusive, threatening or offensive towards our staff.
• Lacking any factual or evidential basis and submitted in bad faith.

Where we decide not to investigate, we will write to explain our decision.

10. Monitoring, Reporting and Review

Prize Draw Time maintains a complaints log recording all complaints received, their nature, outcomes and timescales. This log is reviewed monthly to:

• Identify recurring issues or systemic problems.
• Assess compliance with our response timeframes.
• Inform improvements to our products, processes and terms.
• Provide management reporting on complaint volumes and trends.

This policy is reviewed at least annually, or following any material change in applicable law or regulation. The current version is always available at www.prizedrawtime.com/complaints-policy.