Complaints

If something has gone wrong, tell us. We take every complaint seriously and log it.

How to complain

• Use our contact form and choose “Complaint”, or
• write to us at the address below, marking your letter “Complaint”.

Please include your name, the email address on your account, the draw or order concerned and what you would like us to do.

Complaints about a voucher from a partner business should still come to us first — we are responsible for the prize and will deal with the business on your behalf.

What happens next

1. We aim to acknowledge your complaint within 5 working days.
2. We will investigate, including checking entry, order and draw records, and aim to give you a full written response within 20 working days. If we need longer, we will tell you why.
3. If you are not satisfied, you can ask for your complaint to be reviewed by a director.

If you are still unhappy

WYNIVO is not currently a member of an alternative dispute resolution scheme. If you remain unhappy after our final response, you can seek independent advice (for example from Citizens Advice) or take the matter to court. Complaints about how we handle personal data can be made to the Information Commissioner’s Office.