Fair resolution
ComplaintsProcess
A clear route for questions, concerns and review.
We aim to resolve concerns fairly, transparently and without unnecessary delay.
Please read this page alongside the individual competition details and our Terms & Conditions. Competition-specific information takes priority where applicable.
Fair resolution
How to complain
Email support@winnerswarband.co.uk with the subject “Complaint”. Include your full name, account email, the relevant competition, order or ticket number where applicable, and a clear description of the issue.
Fair resolution
What happens next
We aim to acknowledge a complaint within two working days and provide a substantive response within ten working days. If an investigation is complex, we will explain why, keep you informed and aim to issue a final response within twenty working days.
Fair resolution
Review and escalation
If you remain dissatisfied, reply to the response and ask for a further internal review. Where an appropriate independent dispute-resolution process is required or available for the type of complaint, we will explain how the matter can be referred.
Fair resolution
Records and fairness
Complaints, evidence, decisions and any corrective action are recorded for an appropriate period. Raising a genuine complaint will not reduce the chance of winning, invalidate a valid entry or affect how a draw is conducted.
Fair resolution
Data-protection complaints
Privacy concerns may also be raised through this process. You retain the right to complain to the Information Commissioner's Office about the use of your personal information.
Need help? Our support team is ready to assist.
Contact Winners Warband