Complaints Procedure

Get in touch with us first — it's usually the fastest way to sort things out.

Email: complaints@joincoveredclub.com (subject line: "Complaint")

Post: Covered Club Ltd, [registered office address]

Please tell us:

• your name and the email address on your Account (or the name and address on your postal entry, if you entered through the Free Entry Route);
• the Competition (if any) the complaint is about;
• when the issue happened;
• what you're complaining about; and
• what you'd like us to do.

• We'll acknowledge your complaint within 2 working days.
• We'll investigate and respond in writing within 28 days of that acknowledgement.
• If a complaint is complex and we can't respond within 28 days, we'll tell you why and give you a revised timetable.
• Our response will set out what we've found, our decision, and any action we'll take.

If your complaint is about a decision to disqualify you as a Potential Winner or Winner, please use the internal review route in section 13.6 of our Consumer Terms and Conditions rather than this general procedure. That gives you a fixed 14-working-day review by a director who wasn't involved in the original decision. If you're still not happy after the internal review, you can use this Complaints Procedure as the next step.

If you're still not satisfied after our complaints response (and after the internal review where that applies), you can:

4.1 Ask for internal escalation

Reply to our response and ask for it to be escalated to a director. A different director will review the complaint and write to you within 14 working days. This is the final stage of our internal process.

4.2 Go to an external body

Depending on what your complaint is about, these external routes may be available.

Prize draw operations — DCMS

As a signatory to the DCMS Voluntary Code of Good Practice for Prize Draw Operators, complaints about our compliance with the Code that we haven't resolved directly can be raised with DCMS at prizedrawcode@dcms.gov.uk.

Advertising or promotional content — ASA

The Advertising Standards Authority handles complaints about advertising and promotional marketing, including the equal prominence requirement for free entry routes.

• Advertising Standards Authority — Castle House, 37–45 Paul Street, London EC2A 4LS. Website: asa.org.uk.

Data protection — ICO

The Information Commissioner's Office handles complaints about how we've used your personal data.

• Information Commissioner's Office — Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Helpline: 0303 123 1113. Website: ico.org.uk.

Payments — your card issuer

You can also raise payment disputes with your card issuer, who may be able to investigate under the chargeback scheme that applies to your card.

Consumer issues — Citizens Advice or the CMA

Citizens Advice (citizensadvice.org.uk; helpline 0808 223 1133) provides free consumer advice. The Competition and Markets Authority (gov.uk/cma) takes enforcement action on consumer law breaches affecting many consumers.

You can bring court proceedings under the governing-law and jurisdiction clause in our Consumer Terms and Conditions. Using this Procedure first isn't a precondition.

We keep a record of every complaint for 6 years from resolution. Records are confidential, shared only on a need-to-know basis, and processed in line with our Privacy Policy. We review complaint records regularly to identify themes and improve our service, and we publish aggregated, anonymised complaint statistics in line with the DCMS Code transparency requirements.

Covered Club Ltd

[Registered office address]

Email: complaints@joincoveredclub.com