Complaints Procedure
If something has gone wrong, we want to hear about it. This page explains how to complain, what to send us, how long we take, and what to do if you are not happy with the answer.
How to complain
- By email — [email protected].
- In writing — The Competition Manager, Spooky Competitions Ltd, Unit 20 Ptarmigan Place, Attleborough Fields Industrial Estate, Nuneaton, Warwickshire, CV11 6RX.
- Through the site — our contact page.
- On social media — message us on our social channels if that is easier. Please do not put your account details, order number or anything else personal in a public message; we will ask you to email those to us instead.
If you would rather talk it through, you are welcome to call our general enquiries line on 07488895889, Monday to Friday, 8am to 5pm. Sending us the details in writing as well helps us look into it properly, but it is not a condition of your complaint being dealt with.
What to include
The more of this we have at the start, the faster we can put it right.
- Your name, and the email address your account is registered with.
- Your order number, or the name of the competition and your ticket number.
- What happened, with dates.
- What you would like us to do about it.
What happens next
Complaints are handled by our customer care team. We look at the records for your account, the competition and the draw, and reply to you setting out what we found and what happens next.
We aim to respond within three working days. Where we need longer, we will tell you why, and when you can expect a full response.
If you are not happy with the outcome
You can ask us to look at the decision again. Reply to us, or write to the address above, telling us your name, the competition concerned, your ticket number if you have one, and why you believe the decision was wrong. We aim to respond to that within three working days as well, and again we will tell you if we need longer.
Complaining to us does not affect your legal rights. You can get free, independent advice from Citizens Advice or your local Trading Standards service at any point.
The one exception
There is a single situation in which we will not enter into discussion: where we suspect fraud, money laundering or other unlawful activity, or that our website has been manipulated or that someone has otherwise sought an unfair advantage — for example entering through more than one account, using false details, or automated or bulk entries. In those cases our decision is final, we will not correspond about it, and we may report the matter to the police or another authority. This is set out in paragraph 58 of our Terms and Conditions.
That is not aimed at ordinary disagreements about an order, a prize or a draw. If that is what you are writing to us about, none of it applies to you.
Other help
If your concern is about your own spending rather than something we have done, our player protection page explains the limits and breaks you can set on your own account, and debt advice lists free, independent organisations that can help.