Complaints procedure
If something has gone wrong, we want to hear it and put it right. This page says who to write to, how long we take, and what you can do if our answer does not satisfy you.
1. How to complain
Email [email protected] with the word COMPLAINT in the subject line. So that we can look into it properly, please include:
- Your name and the email address you entered with
- The competition name, and your ticket number if you have one
- What happened, and what you would like us to do about it
2. What happens next
- We acknowledge every complaint within 5 working days
- We aim to resolve the matter within 28 days
- If we need longer, we tell you why and give you a new date
- Nothing is closed without a written answer from us
3. Checking a draw yourself
You do not have to take our word for a result. Every competition publishes the full list of entries, in the order the draw counts them, and the list can be downloaded as a file. Find them on the entry lists page.
4. If you are still not satisfied
If we cannot resolve it between us, you may refer the dispute to an alternative dispute resolution provider or to the courts, as set out in our Terms. You may also raise it with your card issuer or payment provider. We will cooperate fully and will provide the entry list and draw record for the competition concerned.