RCWIN – Complaints Procedure

Complaints Procedure Introduction

RCWIN is committed to providing a fair, transparent, and professional service. If you are unhappy with any aspect of your experience — including entering a competition, making a payment, or the conduct of a draw — you have the right to raise a complaint.

This procedure explains how to do that and how RCWIN will respond.

How to Make a Complaint

All complaints must be submitted by email so they can be recorded and investigated properly.

Please email: support@rcwin.co.uk

Include:

  • Your full name
  • Your email address used for entry
  • The competition name
  • A clear description of the issue

What Happens After You Submit a Complaint

Once your complaint is received:

  • Acknowledgement: RCWIN will confirm receipt within 48 hours.
  • Investigation: The issue will be reviewed by the promoter.
  • Response: A full response will be provided within 7 working days.
  • Further Information: If more details are needed, RCWIN will contact you directly.
  • RCWIN aims to resolve all complaints as quickly and fairly as possible.

Abuse, Fraud, or Unreasonable Behaviour

If your complaint relates to a draw, RCWIN will provide:

  • Verification that the draw was conducted using a fair and random method
  • Confirmation that only correct entries were included
  • RCWIN will not overturn a draw result unless a genuine procedural error is proven.

If You Are Not Satisfied With the Outcome

If you are unhappy with the final response, you may request that the complaint be escalated for a secondary review by the promoter. This review will be completed within 7 working days, and the outcome will be final.

Complaints About Draw Results

If your complaint relates to a draw, RCWIN will provide:

  • Verification that the draw was conducted using a fair and random method
  • Confirmation that only correct entries were included
  • RCWIN will not overturn a draw result unless a genuine procedural error is proven.

Data Protection

All complaint information is handled securely and in accordance with the RCWIN Privacy Policy. Your data will only be used for investigating and resolving your complaint.

Governing Law

This Complaints Procedure is governed by the laws of England and Wales. Any disputes arising from a complaint will be handled under this jurisdiction.

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