Complaints Procedure
At TC Comps, we aim to provide a fair, transparent and enjoyable experience for all of our customers. We take complaints seriously and will make every reasonable effort to investigate and resolve any concerns fairly and promptly.
If you are unhappy with any aspect of our competitions, website, customer service or the way your account has been handled, please contact us using the process below.
How to Make a Complaint
If you wish to make a complaint, please contact TC Comps and provide as much information as possible so that we can investigate the matter.
Please include, where relevant:
- Your full name.
- The email address associated with your TC Comps account.
- The competition concerned.
- Your order or ticket number, where applicable.
- A clear description of your complaint.
- Any supporting information, screenshots or correspondence.
- How you would like the matter to be resolved.
Email: info@tccomps.co.uk
Alternatively, you can contact us through our Contact Us page.
What Happens Next?
We will acknowledge your complaint and review the information you have provided. Where necessary, we may contact you for additional information to help us investigate the matter.
Your complaint will be considered fairly and, where appropriate, we will review relevant account information, competition records, payment records, correspondence and draw information.
Once our investigation is complete, we will provide you with a response explaining the outcome and any action we propose to take.
Response Times
We aim to acknowledge complaints within 2 working days and provide a full response within 10 working days.
Some complaints may require further investigation. If we are unable to provide a final response within this timeframe, we will let you know and provide an update on the progress of your complaint.
If You Are Not Satisfied
If you are not satisfied with our initial response, you can ask for your complaint to be reviewed again.
The complaint will be reconsidered, including the information originally provided and any additional information you wish to submit.
Following this review, we will provide our final response and explain the outcome of the complaint.
Competition and Draw Complaints
Complaints relating to the operation or outcome of a competition will be investigated using the records available for that competition.
This may include entry records, ticket allocations, free entries and records of the live draw.
Our competition draws are conducted live, and recordings are retained following the draw to provide a record of the winner selection process.
Payment Complaints
Where a complaint relates to a card payment or payment restriction, we may need to work with our payment provider to investigate the transaction.
We may request additional transaction information from you where necessary to assist with the investigation.
Responsible Play Concerns
If your complaint or enquiry relates to spending, account suspension, responsible participation or concerns about your participation, please visit our Responsible Play & Support page.
Our Commitment
We keep complaints under review and use feedback to identify where our services, procedures or player protections can be improved.
Complaints will be handled respectfully and the information provided will only be used as necessary to investigate and resolve the matter.
