Complaints Policy

1. How to raise a complaint

The fastest way to be heard is to email complaints@igpgroup.co.uk with:

• Your full name and the email address on your account.
• The competition, order or draw number your complaint relates to.
• A clear description of what happened and the outcome you're looking for.
• Any supporting evidence - screenshots, receipts, dates and times.

You can also write to: Complaints Team, IGP Group LTD, Bartle House, Oxford Court, Manchester, England, M2 3WQ.

2. Our response timeline

• Within 1 working day - we acknowledge your complaint and assign it a reference number.
• Within 5 working days - we provide a full response or an update on the investigation.
• Within 8 weeks - we issue our final response. Most complaints are resolved much sooner.

3. Escalation

If you're not satisfied with our final response, or if 8 weeks have passed without one, you can refer your complaint to an independent alternative dispute resolution (ADR) provider free of charge:

If your complaint relates specifically to a prize-competition entry that is not a licensable gambling activity, you may also contact Citizens Advice on 0808 223 1133 or via citizensadvice.org.uk.

4. Data protection complaints

If your complaint is about how we have handled your personal information, please email privacy@igpgroup.co.uk. You can also complain to the Information Commissioner's Office at ico.org.uk or by calling 0303 123 1113.

5. Our commitments

• We treat every complaint with respect, fairness and confidentiality.
• We never penalise customers for raising a concern.
• We review every complaint to learn and improve our service.
• We publish anonymised complaint statistics annually on this page.