COMPLAINTS

Day One Prizes Ltd is committed to providing a fair, transparent, and legally compliant service. If you are unhappy with any aspect of your experience with us, we encourage you to raise a complaint so we can resolve the issue efficiently and professionally.

1. How to Make a Complaint

If you would like to make a complaint, please email us at hello@dayoneprizes.com with the subject line "Complaint". In your message, please include:

• Your full name
• The email address you used to enter the prize draw
• Details of the issue or concern
• Any relevant supporting evidence (e.g. screenshots, references)

2. What Happens Next

Once we receive your complaint, our administration team will review the matter and respond to you within 5 business days. If we need more time to investigate, we will let you know and keep you informed throughout the process.

3. Escalating a Complaint

If you are not satisfied with the outcome of your complaint, you may request for the matter to be escalated. In that case, your complaint will be reviewed by a director of Day One Prizes Ltd.

4. External Resolution

Day One Prizes Ltd does not currently offer access to alternative dispute resolution (ADR). However, if your complaint relates to fairness, transparency, or regulatory matters under the Gambling Act 2005, you may refer it to the Gambling Commission’s complaints guidance.

5. Compliance and Legal Information

This complaints procedure is designed to comply with:

• UK Consumer Law
• The Gambling Act 2005
• Guidance issued by the Gambling Commission

6. Updates to This Procedure

We may update this complaints procedure from time to time to reflect changes in law or our internal processes. The latest version will always be available on our website.

If you have any questions about this procedure, please contact us at hello@dayoneprizes.com.