Complaints Policy
How to raise a concern with Diamond Draws and how we review complaints fairly.
Diamond Draws Competitions Ltd trading as Diamond Draws
Our Commitment
At Diamond Draws, we want every customer to feel confident that our competitions are clear, fair, and properly managed. If something has not gone the way you expected, or you feel we have fallen short, we want to know about it so we can review the matter properly.
This Complaints Policy explains how you can raise a concern with us, how we will handle it, and what options are available if the issue cannot be resolved directly.
How to Raise a Complaint
The quickest way to contact us about a complaint is by email:
Please include enough information for us to identify the issue and investigate it properly. This may include:
- Your full name
- The email address linked to your Diamond Draws account
- The competition, order, ticket, transaction, or prize involved
- A clear summary of what happened
- Any screenshots, receipts, messages, or supporting information
- The outcome or resolution you are hoping for
Postal Contact
You can also contact us in writing at:
Diamond Draws Competitions Ltd
35/37 Ludgate Hill
London
United Kingdom
EC4M 7JN
What Happens After Complaint?
We acknowledge your complaint
We aim to confirm receipt of your complaint within 48 hours.
We review the details
We will look at the relevant information, which may include account records, orders, entries, draw information, instant win records, payment logs, prize details, and previous communication.
We provide a response
We aim to provide a full written response within 5 working days where possible. If the issue is more complex, we will keep you updated.
How We Review Complaints
Each complaint is considered on its own facts. We will look at whether the competition, promotion, draw, account process, payment process, or communication was handled correctly and in line with our Terms and Conditions.
Our aim is to act fairly, reasonably, and consistently. Where an error has occurred, we will consider what action is appropriate. This may include clarification, correction of an error, account assistance, a review of entries or prizes, refund consideration, goodwill action, or confirmation that no further action is required.
Competition, Draw, Prize, and Technical Issues
If your complaint relates to an entry, live draw, instant win, prize claim, payment, free entry route, account access, technical issue, or promotion, please provide as much detail as possible.
Some matters may require us to review competition records, transaction data, system logs, third-party payment information, or prize fulfilment details before we can provide a final response.
If You Are Not Satisfied
If you are not satisfied with our final response, you may be able to refer the matter to an independent Alternative Dispute Resolution provider.
Alternative Dispute Resolution, also known as ADR, is designed to help resolve disputes fairly without the need for court action. Where applicable, we will provide details of an appropriate ADR provider in our final response or upon request.
Improving Our Service
We keep a record of complaints so that we can monitor recurring issues, improve customer support, and make our competitions and communication clearer.
Customer feedback is important to us, and we appreciate the opportunity to review concerns and put things right where appropriate.
