Introduction 

At The Prize Lab Ltd, we are committed to providing a fair, transparent and enjoyable  experience for everyone who takes part in our prize draws. We take feedback and complaints  seriously, and we aim to resolve any issues promptly, fairly and in line with the standards set  out in the DCMS Voluntary Code of Good Practice for Prize Draw Operators. 

This policy explains how to raise a complaint with us, how we will handle it, and what to do  if you are not satisfied with our response.

What counts as a complaint 

A complaint is any expression of dissatisfaction, whether spoken or written, about our  service, a competition, a draw, a prize, our marketing, or any other aspect of our operation. If  there is any doubt about whether something is a complaint, we will treat it as one.

How to make a complaint 

You can submit a complaint through any of the following channels: 

Email: info@theprizelab.co.uk with the subject line “Official Complaint” Post: 4th Floor, 18 St. Cross Street, London, EC1N 8UN 

Please include your full name, your account email, a clear description of the issue, and what  outcome you are looking for. If you have any supporting information (screenshots, order  references, draw details), please include these too.

How we handle complaints 

Once we receive your complaint, we will: 

Acknowledge receipt within 3 working days. 

Carry out an internal investigation, which may involve reviewing records and checking any relevant draw data. 

Aim to provide a full written response within 15 working days of acknowledgement. 

If we need more time, we will write to you explaining why and giving a revised timeline. In  any event, we will aim to resolve all complaints within 8 weeks. 

If your complaint cannot be resolved to your satisfaction, we will send you a final response  (sometimes called a “deadlock letter”) setting out our position and explaining your next  options.

Accessibility 

If you have a disability or any other reason that makes our written channels difficult to use,  please let us know and we will make reasonable adjustments — for example, arranging a  telephone call-back at a time that suits you.

Confidentiality 

All complaints are handled confidentially and in line with our Privacy Policy and UK data  protection law.

Alternative Dispute Resolution 

If you remain unhappy after receiving our final response, or if 8 weeks have passed since you  first raised your complaint, you are entitled to refer the matter to an independent Alternative  Dispute Resolution (ADR) provider. 

We are in the process of finalising our nomination of an ADR provider as part of our  implementation of the DCMS Voluntary Code of Good Practice for Prize Draw Operators.  Once confirmed, full details will be published here. 

In the meantime, if your complaint has reached deadlock and you wish to pursue ADR,  please contact us at info@theprizelab.co.uk and we will provide details of an appropriate  certified ADR provider for your matter. 

You can also find a list of CTSI-approved ADR providers at www.tradingstandards.uk. 

Using ADR is voluntary and does not affect your right to pursue the matter through the  courts.

Continuous improvement 

We use complaints data to review and improve our service. All complaints are logged,  reviewed regularly, and any patterns are fed into our internal compliance reviews under the  DCMS Voluntary Code of Good Practice for Prize Draw Operators.