Complaints

If something has gone wrong, tell us. Here is how we handle complaints and how long each step takes.

We take complaints seriously and handle them fairly.

  1. Tell our support team. Most problems are fixed quickly at this stage.
  2. Make a formal complaint. If you're not happy with the answer, email with your name, order reference and what went wrong. We acknowledge it within 2 working days and send a final response within 14 days.
  3. Escalate. If you're still unhappy after our final response, you can contact the DCMS Prize Draw Code team at prizedrawcode@dcms.gov.uk, or Citizens Advice for free guidance on your rights.

Complaints about our advertising can be made to the Advertising Standards Authority at asa.org.uk.

For anything else, see Support & Contact.