We want to put it right
Complaints
If something has gone wrong, tell us. This page explains how to complain, what happens next, and what you can do if you are not happy with our answer.
How to make a complaint
Email us at complaints@prizecentre.co.uk with as much detail as you can: your account email address, the competition involved (if any), what happened, when it happened, and what outcome you are looking for.
You do not need to use any special wording — if you tell us you are unhappy about something, we treat it as a complaint.
What we record
Every complaint goes into our complaints log. For each one we record:
- the date we received it and who raised it,
- what the complaint is about,
- what we did to investigate it,
- our response and the final outcome, and
- any changes we made as a result.
We keep this log so we can spot patterns and fix root causes, not just individual cases.
How quickly we respond
We acknowledge every complaint within 5 working days of receiving it. If we can resolve it in that time, the acknowledgement and the answer will be the same email.
If the investigation takes longer, we will tell you, explain why, and keep you updated until it is resolved.
If you are not satisfied
First, reply and tell us — a complaint is not closed until we have given you a final response, and we would rather hear that our answer missed the point than have you walk away unhappy.
Prize Centre follows the UK Government's voluntary code of conduct for prize draws and competitions, administered by the Department for Culture, Media & Sport (DCMS). If you believe we have fallen short of the code and we have not resolved your complaint, you can raise it with DCMS at prizedrawcode@dcms.gov.uk. Please note that DCMS administers the code itself — it is not an ombudsman and does not rule on individual complaints.
We are also currently reviewing whether to offer an independent alternative dispute resolution (ADR) route, and we will update this page when that review concludes.