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WinWink

Complaints Policy

Secure Platform200,000+ Winners

How we handle complaints

We want every WinWink customer to be treated well. If something has gone wrong we want to hear about it and put it right. This page explains how to raise a complaint, how quickly we will respond and what to do if you are not satisfied with the result.

How to complain

You can raise a complaint in either of these ways:

Please include:

  • Your full name

  • Your account email address

  • Relevant competition details

  • A clear description of your complaint

  • Any supporting evidence or documentation

The more detail you give us the faster we can help.

What happens next, and when

  • Acknowledgement: we aim to provide an initial response to any complaints within 2 working days.

  • Resolution: we aim to give you a full response within 5 working days.

  • Complex Cases: if a complaint needs more investigation, we will tell you and we will always aim to close it within 10 working days.

Out of hours

Our support team works Monday to Friday, 9am to 5pm (UK time). If you contact us outside these hours or on a weekend or public holiday and not yet had a reply, it does not mean you have been missed. We’ll pick these messages up on the next working day.

Escalation procedure

Most complaints are resolved by our support team at the first response. If yours is not, you can ask for it to be escalated:

  1. Support team - your first point of contact for any complaint.

  2. Operations Lead - if you are not satisfied with the support team's response, ask for your complaint to be reviewed by our Operations Lead.

  3. Director - if you are still not satisfied, a company Director will carry out a final review and give you our final response.

You can ask to escalate at any stage by replying to your existing complaint or emailing support@winwink.co.uk and asking us to escalate.

If you are still unhappy

If you have been through our escalation stages and still feel your complaint has not been resolved, you can seek free independent advice from Citizens Advice (citizensadvice.org.uk).

We are a signatory to the DCMS Voluntary Code of Good Practice for Prize Draw Operators, and we hold ourselves to the standards set out in it. You can read more on our Voluntary Code page.