Complaints Procedure
The Prize Vault is committed to treating customers fairly and dealing with complaints promptly and transparently.
If you are unhappy with any aspect of our service, a competition, a payment, a prize or the way your account has been handled, please contact us so that we can investigate the matter.
How to make a complaint
Please email:
Please include, where relevant:
- Your full name
- The email address registered to your account
- The competition concerned
- Your order or entry details
- A clear description of your complaint
- Any information or screenshots that may help us investigate
What happens next
We will acknowledge your complaint and review the circumstances and any relevant account, competition, payment or entry records.
We aim to provide a response within 3 working days. Where a complaint requires further investigation, we will let you know and keep you informed of progress.
If you are not satisfied
If you are unhappy with our initial response, please reply to the same email and ask for the complaint to be reviewed again.
The complaint will then be reconsidered, including any additional information you provide, and we will provide our final response.
Records and fairness
We will keep appropriate records of complaints and their outcomes and use complaints to identify areas where our service or procedures may need to be improved.
Making a complaint will not affect your chances of winning, your eligibility for a prize, or the fair treatment of your entries.
Contact
Etharla Entertainments Ltd t/a The Prize Vault
Company No. NI730514
Email: [email protected]