1. Tell us first
If something has gone wrong we want to fix it. Email hello@sobocompetitions.com with the subject line "Complaint", or write to us at [registered office address], United Kingdom. You can also use our contact form.
Please include:
- your name and the email address on your account;
- the order number, competition name or draw date concerned;
- what happened and when; and
- what outcome you are looking for.
2. What happens next
- Acknowledgement — 2 working days. We confirm receipt and give you a reference.
- Investigation — 14 calendar days. A member of staff not involved in the original decision reviews the order records, ticket allocation, audit log and draw record.
- Written outcome — within 28 calendar days. We explain the decision, the evidence relied on, and any remedy. If we need longer we tell you why and give a new date.
- Review. If you are not satisfied, reply within 28 days and a director will review it and issue a final response.
3. Complaints about a draw result
Every draw is recorded with a cryptographic random seed, the number of entries, the ticket range and a hash of the entry list at the moment of drawing. Those details are published on the winners page so any result can be independently checked. If you dispute a result, quote the draw reference and we will supply the full draw record. Where an administrator has overridden an automated draw, the reason is recorded and disclosed.
4. Complaints about a prize
Cash prizes are paid within 48 hours of verification, and physical prizes are normally dispatched within 14 days. If a prize is late, damaged or not as described, contact us and we will repair, replace, substitute an equivalent, or pay the cash alternative.
5. Complaints about data protection
Data protection complaints follow the same route but are handled by our data protection contact, hello@sobocompetitions.com. See our Privacy Policy.
6. If we cannot agree
We are not a gambling operator, so the Gambling Commission and its ADR providers have no jurisdiction over us and there is no statutory ombudsman for prize competitions. Once you have our final response you may:
- use an independent alternative dispute resolution provider where both parties agree in writing to do so — we will tell you in our final response whether we agree and name the provider;
- contact Citizens Advice (0808 223 1133) or your local Trading Standards service;
- report a misleading promotion to the Advertising Standards Authority (asa.org.uk);
- raise a dispute with your card issuer if the complaint concerns a payment; or
- bring a claim in the courts of England & Wales, or in your local courts if you are resident in Scotland or Northern Ireland.
7. Records
We log every complaint, the investigation, the outcome and any remedy, and review complaint themes at least twice a year to fix root causes. Complaint records are kept for 6 years.
8. Vulnerable customers
If you are struggling with the amount you are spending, please read Play Responsibly — you can set a monthly limit, take a cooling-off break, or self-exclude from your account immediately, and we will always prioritise a complaint raised alongside a self-exclusion request.