HouseDraw.uk Complaints Policy

1. Purpose

HouseDraw.uk is committed to operating its promotions fairly, transparently and in accordance with the published rules applying to each promotion. We recognise that participants may occasionally have concerns or complaints about an entry, payment, free-entry route, competition rules, prize, customer service, website or other aspect of a HouseDraw.uk promotion.

This Complaints Policy explains how complaints can be made and how HouseDraw.uk will deal with them. Our objective is to investigate complaints fairly, consistently and as promptly as reasonably possible.

2. How to make a complaint

Complaints should preferably be submitted in writing so that we can properly investigate the matter and maintain an accurate record.

A complaint can be submitted by:

Where appropriate, complaints may also be raised through any customer-service facility made available on the HouseDraw.uk website. Please provide as much relevant information as possible and a means of contacting you. Please communicate your points clearly and respectfully. Foul language in not acceptable. If you wish to express your emotions, you may do so in brackets with a number from 1 to 10, ten being the highest. Eg. [Upset 10]

3. Acknowledgement

We will acknowledge receipt of a complaint as soon as reasonably practicable. Where the complaint requires investigation, we will normally provide an acknowledgement within 7 working days. The acknowledgement will normally include a complaint reference number and, where appropriate, information about the next steps.

4. Investigation

HouseDraw.uk endeavors to investigate complaints fairly and objectively.

Depending on the nature of the complaint, we may examine:

• entry and transaction records;
• payment records;
• website records;
• competition or quiz records;
• communications with the participant;
• the applicable Terms and Conditions;
• draw records;
• relevant technical information; and
• other information reasonably necessary to establish the facts.

We may ask the complainant for additional information where this is necessary to investigate the matter.

5. Response times

We aim to resolve complaints as quickly as reasonably possible. Straightforward complaints may be resolved following the initial investigation. Where a complaint is more complex, we endeavor to keep the complainant informed of its progress. HouseDraw.uk will aim to provide a substantive response within 8 weeks of receiving a complaint. Where a complaint cannot be resolved within that period, we will provide the complainant with a written explanation of the position and information about any further escalation or dispute-resolution options that apply.

6. Outcome of a complaint

Following an investigation, HouseDraw.uk will provide a written response explaining the outcome.

Where appropriate, the response will:

• explain the facts established during the investigation;
• explain the relevant Terms and Conditions or rules;
• state whether the complaint is upheld, partially upheld or not upheld;
• explain any corrective action that will be taken; and
• explain any further escalation or dispute-resolution options available.

Where an error by HouseDraw.uk is identified, we will consider appropriate corrective action.

7. Escalation

If a complainant is dissatisfied with the response, they may request that the matter be reviewed by a person who was not responsible for the original decision, where reasonably practicable. The request should explain why the complainant believes the original response was incorrect or incomplete. The review will consider the original complaint, the investigation and any additional information provided. The outcome of the review will be provided in writing.

8. Alternative Dispute Resolution

Where HouseDraw.uk is legally required to provide access to an approved Alternative Dispute Resolution (ADR) provider, details of the relevant ADR provider and the procedure for referring an unresolved dispute will be provided to the complainant. Where applicable, a dispute may be referred to an approved ADR provider if it has not been resolved through HouseDraw.uk's complaints procedure within the applicable period.

Where ADR applies, the service will be provided to the customer without charge.

HouseDraw.uk will cooperate with the ADR process and provide information reasonably required by the ADR provider.

9. Regulatory complaints

A complaint about the administration of a promotion is normally best raised with HouseDraw.uk first so that we have an opportunity to investigate and resolve the matter. Where appropriate, a consumer may also contact the relevant regulatory or dispute-resolution body concerning matters within its jurisdiction. Complaints concerning advertising and promotional marketing may be submitted to the Advertising Standards Authority (ASA).

Where applicable, information concerning complaints to the Gambling Commission or other regulatory bodies will be provided in accordance with the legal and regulatory status of the relevant HouseDraw.uk promotion.

10. Complaints about advertising

HouseDraw.uk will take complaints concerning its advertising and promotional communications seriously. Promotional material will be reviewed against the applicable Terms and Conditions and relevant advertising requirements.

Significant conditions relating to prize promotions should be communicated clearly and upfront, with the full terms readily accessible to consumers.

11. Complaints involving suspected fraud or abuse

Where a complaint concerns suspected fraud, manipulation, multiple accounts, fraudulent payment activity, attempted circumvention of the entry rules or other suspected abuse, HouseDraw.uk may need to carry out additional checks before reaching a decision.

We may temporarily suspend an entry, transaction, account or prize-related process while such an investigation is undertaken, where permitted by the applicable Terms and Conditions.

We will not use this procedure to unfairly prevent a legitimate complaint from being investigated.

12. Confidentiality and personal information

Information supplied in connection with a complaint will be handled in accordance with the HouseDraw.uk Privacy Policy and applicable data-protection law. Information may be shared with employees, professional advisers, payment providers, technical providers, regulators or dispute-resolution bodies where reasonably necessary to investigate or resolve the complaint, or where required by law.

13. Unreasonable or abusive communications

HouseDraw.uk will treat all complaints seriously. However, we may take reasonable steps to manage communications that are abusive, threatening, discriminatory, excessively repetitive or otherwise unreasonable. Such measures will not prevent a customer from making a legitimate complaint or exercising any applicable legal or regulatory rights.

14. Record keeping

HouseDraw.uk will maintain appropriate records of complaints and their outcomes.

Records may include:

• the date the complaint was received;
• the complainant's details;
• the nature of the complaint;
• relevant evidence;
• investigation notes;
• correspondence;
• the decision reached;
• any corrective action; and
• details of any escalation or external dispute resolution.

Complaint records will be retained for an appropriate period having regard to applicable legal, regulatory and business requirements.

15. Review of this policy

HouseDraw.uk will periodically review this Complaints Policy to ensure that it remains appropriate and effective. The policy may be updated where there are changes to legislation, regulatory requirements, the structure of HouseDraw.uk promotions or the way complaints are handled. The current version of this policy will be published on the HouseDraw.uk website.

16. Contact