Complaints Policy

Last updated: 30 November 2025

Prizola Ltd (“we”, “our”, “us”) is committed to offering a fair, transparent and reliable service. If you feel dissatisfied with any aspect of our competitions, customer service, account experience, or website functionality, we want to hear from you.

1. What You Can Complain About

You may raise a complaint regarding (but not limited to):

competition entry issues
draw processes or results
customer service experience
website or technical errors affecting your account
delivery or prize fulfilment concerns
fairness, clarity, or transparency of our competitions

2. How to Make a Complaint

Please email us at complaints@prizola.com and include the following:

Your full name
Email address used on your Prizola account
Competition name or reference number (if applicable)
A clear description of the issue
Any supporting screenshots or order details

3. Our Complaint Handling Process

Acknowledgement: We will acknowledge your complaint within 3 working days.
Investigation: A member of our team will fully review the issue, including system logs, account activity and draw data (if relevant).
Response: We will issue a detailed response within 10 working days.
Complex cases: If more time is required, we will keep you updated regularly.

4. If You Are Still Unhappy

If you are not satisfied with the final outcome of your complaint, you may request an internal escalation to a senior manager.

You may also seek independent advice or mediation, which we will cooperate with in good faith.

5. Unreasonable or Abusive Complaints

While we strive to assist all customers, we may decline or stop responding to complaints that are:

abusive or threatening
repetitive without new information
based on knowingly false claims
intended to manipulate or exploit the complaints process

6. Data Protection

All complaint information is stored securely and handled according to our Privacy Policy and UK GDPR requirements.

7. Contact Details

Email: complaints@prizola.com
General Support: info@prizola.com
Website: https://prizola.com
Company: Prizola Ltd