Complaints Procedure
Last updated: [date] · Version 0.1 (draft)
Draft — pending solicitor review. This page is a complete working draft, not final legal copy. It must be reviewed and approved by a solicitor qualified in UK prize competition, consumer, and data protection law before Crazy-Odds accepts real payments or publishes this page live.
1. How to raise a complaint
If something's gone wrong — an entry, a payment, a draw, or anything else — tell us and we'll look into it. Contact us via our Contact page or [support email], with:
- Your name and the email address on your account.
- The competition or order affected, if applicable.
- What happened and what outcome you're looking for.
2. What happens next
- We'll acknowledge your complaint within [2 working days].
- We'll investigate and aim to give you a full response within [10 working days]. If it's going to take longer — for example, because a draw needs to be independently checked — we'll tell you why and give you a new timeframe.
- Where a complaint concerns the outcome of a draw, we'll review the audit trail for that competition (confirmed eligible entries, the draw method used, and the recorded result) before responding.
3. If you're not satisfied
[This section needs solicitor input on which alternative dispute resolution (ADR) scheme, if any, Crazy-Odds will use, and whether we're required to offer one under UK consumer law.] If you remain unhappy after our final response, you may be able to refer your complaint to [ADR provider, e.g. a relevant ADR scheme], or seek advice from Citizens Advice or Trading Standards. Nothing in this procedure affects your statutory rights.