Complaints Procedure

> DRAFT — REQUIRES UK LEGAL REVIEW BEFORE LIVE-MONEY LAUNCH

1. Scope

This procedure covers complaints about a Competition, a Draw, an order or payment, a Seller's listing, or PrizeProof's own conduct. For a general question that isn't a complaint, our FAQs or support contact may be quicker, and using this procedure for a simple query will only slow down getting you an answer.

2. Who Can Complain

Any registered Entrant, Seller, or member of the public affected by PrizeProof's conduct can use this procedure. You do not need to have entered a Competition to complain about, for example, how your data was handled or how a Seller application was treated.

3. How to Complain

Email support@prizeproof.example with the subject line "Complaint", or use the contact form on the Platform and select the Complaint category. Please include your account email and, where relevant, the Competition name or order reference.

4. What We Need From You

A clear description of what happened, what you would like us to do about it, and any relevant reference numbers (order id, competition name, or ticket number). For a Draw-related complaint, we will point you to that Competition's public verification page so you can see the published evidence alongside our response, and we would encourage you to look at it before raising the complaint, since the commitment, entry pool and beacon value are all public.

5. Complaints About a Specific Draw

Because every Draw is independently verifiable (see docs/draw-protocol.md), a Draw-integrity complaint is investigated by first checking the same published material anyone else can check — the commitment, the entry pool snapshot, the beacon round, and the resulting winning ticket. If a genuine discrepancy is found, we follow the documented dispute process in our operations runbook, which starts with publishing the relevant verification material and, where warranted, the audited re-draw workflow described in our Competition Terms.

6. Complaints About a Seller or Listing

If your complaint concerns a Seller's asset — for example its condition on delivery, or a claim you believe was inaccurate — tell us which verification claim or listing detail you're disputing. We will review the evidence our team holds for that claim and respond; Sellers do not see or influence complaints raised against them until we have reviewed the matter.

7. Our Process and Timescales

We aim to acknowledge every complaint within 2 working days and provide a substantive response within 10 working days. If a complaint is complex — for example it requires reviewing draw material or a Seller's evidence file — we will tell you a revised timescale and keep you updated rather than let it go quiet.

8. Escalation

If you're not satisfied with our response, you can ask for the complaint to be reviewed by a more senior member of the team. Please reply to the same thread and say you would like it escalated, and tell us specifically what about the original response you disagree with.

9. External Bodies

If we cannot resolve a complaint between us, independent options include: the UK Information Commissioner's Office (ico.org.uk) for data protection complaints, and any applicable consumer or advertising body relevant to the specific issue. Details of any prize-competition-specific dispute resolution body will be added here if PrizeProof joins one ahead of live-money launch.

10. Recordkeeping

We keep a record of complaints and their outcomes as part of our own compliance monitoring, separate from and in addition to our general data retention practice described in our Privacy Notice, so we can identify recurring issues and act on them rather than treating each complaint in isolation.

11. Feedback That Isn't a Complaint

Suggestions and general feedback are always welcome at support@prizeproof.example even where nothing has gone wrong — they help us improve the Platform, and we read every message even when a formal response isn't needed.