Complaints Policy
1. Introduction
At Tee2Green Competitions Limited, we are committed to providing a fair, transparent and enjoyable experience for everyone who takes part in our prize draws. We take feedback and complaints seriously, and we aim to resolve any issues promptly and fairly, in line with our published Terms & Conditions and the standards we set for responsible and transparent competitions.
This policy explains how to raise a complaint with us, how we will handle it, and what to do if you are not satisfied with our response.
2. What counts as a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about our service, a competition, a draw, a prize, our marketing, or any other aspect of our operation. If there is any doubt about whether something is a complaint, we will treat it as one.
3. How to make a complaint
You can submit a complaint through any of the following channels:
Email: info@tee2greencompetitions.co.uk with the subject line “Official Complaint”
Post: Tee2Green Competitions Limited, 4th Floor, 18 St. Cross Street, London, EC1N 8UN
Please include your full name, your account email, a clear description of the issue, and what outcome you are looking for. If you have any supporting information (screenshots, order references, draw details), please include these too.
4. How we handle complaints
Once we receive your complaint, we will:
Acknowledge receipt within 3 working days.
Carry out an internal investigation, which may involve reviewing records and checking any relevant draw data.
Aim to provide a full written response within 15 working days of acknowledgement.
If we need more time, we will write to you explaining why and giving a revised timeline. In any event, we will aim to resolve all complaints within 8 weeks.
If your complaint cannot be resolved to your satisfaction, we will send you a final response (sometimes called a “deadlock letter”) setting out our position and explaining your next options.
5. Accessibility
If you have a disability or any other reason that makes our written channels difficult to use, please let us know and we will make reasonable adjustments – for example, arranging a telephone call back at a time that suits you.
6. Confidentiality
All complaints are handled confidentially and in line with our Privacy Policy and UK data protection law.
7. Alternative Dispute Resolution
If you remain unhappy after receiving our final response, or if 8 weeks have passed since you first raised your complaint, you may be able to refer the matter to an independent Alternative Dispute Resolution (ADR) provider.
If your complaint has reached deadlock and you wish to pursue ADR, please contact us at info@tee2greencompetitions.co.uk and we will provide details of an appropriate certified ADR provider where available.
You can also find a list of CTSI-approved ADR providers at www.tradingstandards.uk. Using ADR is voluntary and does not affect your right to pursue the matter through the courts.
8. Continuous improvement
We use complaints data to review and improve our service. All complaints are logged, reviewed regularly, and any pat