Trust indicator
Complaints Procedure
Publishes how to complain and what happens next, so entrants know where they stand if something goes wrong.
What it is
The site publishes a complaints procedure, on its own page or in its terms, that says how to complain and commits to what happens next: for example how soon a complaint will be acknowledged and answered, how it will be investigated, or who will review it if the entrant is not satisfied. An email address alone, or a promise to reply "within a reasonable time", does not count, because it does not tell the entrant what to expect.
Why we track it
Most entries go smoothly, but when a prize is late, a draw is disputed or a payment goes wrong, entrants need to know how to raise it and what will happen. A documented procedure with clear timescales and a route to escalate shows the operator takes complaints seriously and gives entrants something to hold it to.
How to earn it
- Publish a complaints procedure where entrants can find it, such as a dedicated page linked from your footer or a clearly headed section of your terms.
- Say how to complain: a named email address, a form or a postal address.
- Commit to timescales: how soon you will acknowledge a complaint and how soon you will give a full response.
- Say what happens if the entrant is not satisfied: a review by a director or senior manager, or a named independent dispute resolution provider.
This is one of several weighted indicators behind a site's letter grade (A+ to F). We don't publish the exact points or thresholds, but earning more indicators — and avoiding hostile T&C clauses — moves a site up the scale. See the full method on our How We Rate page.
Our ratings are based on publicly observable criteria and data analysis. This is not a guarantee of legitimacy, prize fulfilment, or financial security. We are not affiliated with any competition site. Always do your own research before entering competitions or spending money.