If something has gone wrong, we want to hear it. This page sets out exactly how to complain, what happens next, and what to do if our answer doesn't satisfy you.
How to make a complaint
Email [email protected] with the subject line Complaint, or use the contact form and choose Complaint as the topic.
To help us resolve it first time, please include:
- The email address on your account.
- The competition name (and your ticket numbers or order reference, if it relates to an entry).
- What happened, and what you'd like us to do about it.
- Screenshots, if you have them.
What happens next
- We acknowledge it within 2 working days, and give you a reference.
- We investigate. That usually means checking your account, the order and entry records, and, where the complaint is about a draw, the published draw record and the public randomness beacon it used.
- We give you a written answer within 10 working days. If it's complex and we need longer, we'll tell you before that deadline, explain why, and give you a new date.
- We tell you how to take it further if you're not satisfied.
If you're still not happy
Ask for your complaint to be reviewed by the site owner by replying to our answer and saying you'd like it escalated. That review is done by someone who wasn't involved in the original decision, and we'll respond within a further 10 working days.
If we still can't agree, you can refer the matter to an independent alternative dispute resolution (ADR) provider, and you keep every legal right you already had, using this procedure never takes any of them away.
Who you are dealing with: HDCH Limited, a company registered in England and Wales, company number 16237398. Registered office: Unit 12 Yeomanry Road, Battlefield Enterprise Park, Shrewsbury, SY1 3EH. Grand Draws is a trading name of HDCH Limited.
If we cannot resolve it between us
We are not a member of an alternative dispute resolution scheme, and we are not required to be. If you are unhappy with our final answer, you can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133, or at citizensadvice.org.uk/consumer.
Nothing on this page affects your legal rights. You can take a dispute to court, and complaining to us first does not stop you doing so.
Complaints about a draw
Every draw is independently verifiable. Before you complain, you're welcome to check the result yourself, we publish the entry list commitment and the public randomness beacon used, so you can recompute the winner without trusting us. If your recomputation doesn't match ours, tell us and we will treat it as a priority.
Reporting a problem that isn't a complaint
Found a bug, or something that just looks wrong? Use the contact form and pick Report a problem. It goes to the same inbox but is triaged differently, so a genuine complaint never gets stuck behind a typo report.
Responsible play
If your complaint is about how much you've spent, please read responsible play as well, we can help with limits and account closure, and there are free, independent organisations listed there who can help.