Something wrong? Tell us.

A complaint is any expression of dissatisfaction about our service, a draw outcome, a prize or payout decision, moderation of your forum content, our handling of your personal data, or the conduct of a member of our team.

If you simply need help with something — a password reset, a postcode change, a payout that is still in progress — open a support ticket instead. That is usually resolved far faster.

Open a ticket from the Support page, or from the Support tab in your account, and mark it as a complaint in the subject line. Include your username, the date and time of the event, the draw or transaction involved, and what outcome you're looking for.

We acknowledge every complaint within 2 working days and aim to give a full response within 10 working days. If we need longer — for example where identity or payment records must be reviewed — we'll tell you why and give you a revised date.

If you're not satisfied with the Stage 1 outcome, reply to the same ticket and ask for a Stage 2 review. Your complaint is then passed to a manager who was not involved in the original decision.

Stage 2 reviews are answered within 15 working days. The response sets out the decision, the evidence relied on, and any remedy we're offering.

Our Stage 2 response is our final response. If you remain unhappy, you have the following routes open to you, and using them does not affect your statutory rights:

• Data protection concerns: the Information Commissioner's Office (ico.org.uk) — please give us the chance to answer first.
• Advertising or promotional wording: the Advertising Standards Authority (asa.org.uk).
• Consumer rights and fair-trading concerns: Citizens Advice, who can refer matters to Trading Standards.
• Legal action: nothing in this procedure prevents you from pursuing a claim in the courts of England and Wales.

Your account is not suspended, and your postcode is not withdrawn from any draw, simply because you have complained. The only exception is where a complaint is linked to an active fraud or multiple-account investigation, in which case affected balances may be held until that investigation closes.

We keep complaint records for six years so we can spot patterns, evidence our decisions and improve the service. See our Data Retention policy for detail.

We will always take a complaint seriously, but we may restrict contact where a complaint is pursued abusively, is repeated after a final response with no new evidence, or is used to harass a member of our team. We will explain in writing if we do this and how you can still reach us.