Complaints Procedure

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 prizes@crazy-odds.com, 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.

• 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.

[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.