Complaints Policy
How customers can raise a problem and how DR3AMS will investigate it.
We want problems to be raised clearly, reviewed fairly and resolved as quickly as the circumstances allow. This policy covers complaints about the DR3AMS website, mobile app, competitions and customer service.
Complaints Policy
1. What you can complain about
You can complain about an account decision, entry, free entry, payment, spend-control issue, competition administration, draw, result, prize fulfilment, marketing, customer service or any other DR3AMS service.
Complaints Policy
2. How to complain
Use the complaint route on the Contact & Support page or the complaint form in the Help Centre. Include your account email, competition reference, order or entry reference where relevant, what happened and the outcome you are seeking.
Please do not include your password or full payment-card details. Screenshots can help where they show an error or communication relevant to the complaint.
Complaints Policy
3. What happens next
- 1We acknowledge the complaint and create a case reference.
- 2A team member reviews account, payment, entry, draw and communication records relevant to the issue.
- 3We may ask for further information if it is genuinely needed.
- 4We give you a clear outcome and explain any action taken.
- 5Where appropriate, the complaint can be escalated for a second review or independent dispute resolution.
Complaints Policy
4. Response targets
| Stage | Target |
|---|---|
| Acknowledgement | Within 2 working days |
| Substantive response | Normally within 10 working days |
| Complex case update | If more time is needed, explain why and give a revised target |
| Final escalation | A different team member reviews the complaint and explains any further route available |
Complaints Policy
5. Draw complaints
A complaint about a draw should be checked against the locked entry dataset, draw logs, competition terms, winner-selection record and any independent verification.
A result will not be altered simply because a customer is unhappy with the outcome. Any correction or redraw must have a documented reason consistent with the competition rules.
Complaints Policy
6. Data protection complaints
Privacy complaints can be raised through the privacy route on the Contact & Support page. You also retain the right to complain to the Information Commissioner's Office.
Complaints Policy
7. Mindful Play complaints
Complaints involving a requested suspension, marketing suppression, spend limit or vulnerability concern should be prioritised because continued participation may create additional risk.
Complaints Policy
8. Fair review and records
We review complaints using the records relevant to the issue, which may include account activity, payment events, entry allocation, competition status, draw records and previous communications.
The person reviewing a complaint should not change competition data or a draw outcome to create a preferred result. If we identify an error, we explain what happened and the corrective action taken.