Complaints Procedure

Our Promise

We take all complaints seriously and aim to resolve issues quickly and fairly. If you're unhappy with any aspect of our service, please follow the procedure below.

Step 1 — Contact Us

In the first instance, please email hello@savvycompetitions.co.uk with the subject line "Complaint" and include:

• Your full name and account email address.
• The competition name or order reference (if applicable).
• A clear description of your complaint.
• What outcome you are seeking.

Step 2 — Acknowledgement

We will acknowledge your complaint within 2 working days and provide a reference number for tracking.

Step 3 — Investigation

We aim to fully investigate and respond to your complaint within 10 working days. If the matter requires additional time, we will let you know and provide an updated timeline.

Step 4 — Resolution

Our response will include a summary of the investigation, our findings, and any remedial action we propose. If your complaint relates to a refund, we will process it within 5 working days of the resolution.

Step 5 — Escalation

If you are not satisfied with our response, you may escalate your complaint by writing to our Managing Director at the same email address with the subject "Complaint Escalation — [your reference number]". Escalated complaints will receive a final response within 10 working days.

External Resolution

If you remain dissatisfied after exhausting our internal procedure, you may contact Citizens Advice or seek resolution through the UK courts. We will always cooperate fully with any external dispute resolution process.