1. What this procedure covers
You can complain about competition information, entry processing, free postal entries, ticket allocation, payments, promotions, rewards, draw administration, winner verification, prize fulfilment, account handling, marketing, customer service, privacy or another aspect of GiveawaysZone.
2. First step
Raise the issue through our support-ticket system or send it to the complaints contact below. State that it is a complaint and include:
- your name and account email/telephone number;
- the competition title or reference;
- order/payment/ticket numbers where relevant;
- what happened and when;
- copies or screenshots of useful evidence; and
- the outcome you are asking us to consider.
3. Acknowledgement
We aim to acknowledge a formal complaint within 2 business days. Complex cases can take longer to investigate, but we aim to provide a substantive response within 10 business days or explain why more time is reasonably needed.
4. Investigation
We may review account records, ticket reservations, order/payment status, support messages, competition configuration, draw/audit records, free-entry records, provider logs and other relevant evidence. Access will be limited to people who need the information to investigate or resolve the complaint.
5. Draw and winner disputes
If the complaint concerns a draw or winner, we will preserve relevant audit evidence where reasonably possible and check eligibility, draw method, ticket status and any recorded integrity data. A complaint does not automatically invalidate a draw, but a genuine material error will be investigated and remedied fairly.
6. Free-entry complaints
If you believe a valid postal entry was not included, provide a copy/photo of what was sent where available, the date of posting, competition reference and your account/contact details. Because ordinary post is not tracked, we will also check our intake records and competition closing time.
7. Escalation
If you disagree with the first substantive response, reply and clearly request escalation. A person not materially involved in the original handling should review the issue where practicable.
8. External bodies
A compliant commercial free draw is not approved or licensed by the Gambling Commission, so the Gambling Commission is not presented here as an adjudicator of our individual customer disputes. Depending on the issue, you may be able to seek independent consumer guidance from Citizens Advice and relevant Trading Standards services.
For personal-data complaints, you also have the right to complain to the UK Information Commissioner’s Office. See our Privacy Policy.
9. No retaliation
Making a genuine complaint does not reduce your chance of winning or justify adverse treatment of otherwise valid entries. We may still take action for fraud, abuse, threats or misuse of the complaints process.
10. Contact
Please use the website support-ticket system.