Complaints Policy

We want every competition to run smoothly, but if something goes wrong we want to hear about it and put it right. This policy explains how to raise a complaint, what happens next, and what to do if you're still not satisfied. It forms part of our commitment under the Voluntary Code of Good Practice for Prize Draw Operators, and sits alongside our Terms & Conditions, Privacy Policy and Responsible Play Policy.

1. Our commitment

We take every complaint seriously. Whenever you raise one, we will:

• treat you fairly and courteously;
• look into what happened properly and honestly;
• keep you updated and explain our decision in plain English; and
• use what we learn to improve how we run things.

2. What counts as a complaint

A complaint is any time you're unhappy with us: a competition or a draw, a prize or its delivery, a payment, the website, our marketing, how we've handled your personal data, or the conduct of anyone acting on our behalf. If you simply have a question, contact us the same way and we'll help without treating it as a formal complaint.

3. How to raise a complaint

Email [email protected] with "Complaint" in the subject line, or write to us at the address in section 6. To help us sort it out quickly, please include where you can:

• your name and the email address on your account;
• the competition name or your order or ticket number, if it's about a specific entry;
• what went wrong, and what you'd like us to do to put it right; and
• anything that helps explain it, such as screenshots or dates.

4. What happens next

• We acknowledge it. We'll confirm we've received your complaint within 2 working days.
• We investigate. We'll look into it and aim to give you a full response within 14 days. If it's complex and we need longer, we'll tell you why and keep you updated.
• We resolve it. We'll explain our decision clearly, and where we've got something wrong we'll put it right.

We keep a record of every complaint, the steps we took and the outcome, so we can spot patterns and improve.

5. If you're still not happy

If our response hasn't settled things, reply and ask for it to be reviewed. A senior member of the team who hasn't dealt with it before will take a fresh look.

If we still can't reach agreement and your complaint remains unresolved 8 weeks after you first raised it (or we tell you sooner that we can't take it any further), you can ask an independent alternative dispute resolution (ADR) provider to consider it, and we'll point you to a certified provider at that stage. You can also get free, impartial advice from Citizens Advice at citizensadvice.org.uk, or on their consumer helpline 0808 223 1133.

Depending on what your complaint is about, you can also contact:

• The Advertising Standards Authority (ASA), about our advertising, at asa.org.uk.
• The Information Commissioner's Office (ICO), about how we've handled your personal data, at ico.org.uk or on 0303 123 1113. We'd ask that you give us the chance to put it right first.

Raising a complaint, with us or with any of these bodies, never affects your legal rights.

6. Contact us

Pixel Competitions Ltd, company number 17179948 (England and Wales)
Registered office: The Pump House Office 4, Coton Hill, Shrewsbury, SY1 2DP
Email: [email protected]