Legal / Complaints Policy | Win The Moment

1. Our Commitment

Win The Moment Ltd is committed to providing a fair, transparent and enjoyable competition experience. If you have a complaint, we take it seriously and aim to resolve all issues promptly and fairly.

2. How to Make a Complaint

Please contact us using one of the following methods:

Email: hello@winthemoment.co.uk (preferred — allows us to respond with a full written record)
Post: Win The Moment Ltd (Company No. 17278659) — postal address available on request at hello@winthemoment.co.uk
Online: Use the Contact form on our website

Please include your full name, email address, details of the issue and any relevant competition name or reference number.

3. Our Response Timescales

Acknowledgement: We will acknowledge your complaint within 2 business days.
Full response: We aim to provide a full written response within 10 business days. If the matter is complex, we will keep you updated on progress.
Final response: If we cannot resolve the matter within 28 days, we will write to you explaining why and when we expect to resolve it.

4. Escalation

If you are not satisfied with our response, you may escalate your complaint to the following bodies depending on the nature of your issue:

Data protection concerns: Information Commissioner's Office (ICO) — ico.org.uk
Consumer rights concerns: Citizens Advice — citizensadvice.org.uk or Trading Standards via your local council.
Payment disputes: Contact your bank or card provider to raise a chargeback if you believe an incorrect charge was made.

5. Competition Result Disputes

If you wish to dispute the outcome of a competition (including winner selection), please contact us within 14 days of the winner announcement. We will review your concern and provide a written explanation of the selection process. All winners are selected using random.org and draws are recorded and witnessed for transparency.

6. Record Keeping

We maintain a record of all complaints received and their outcomes for a minimum of 3 years. This helps us improve our service and identify patterns of issues.