Customer Complaints Procedure

Something gone wrong? Tell us — we'll acknowledge it within 2 working days and aim to wrap most complaints up inside a week.

2 days

To acknowledge

5 days

To resolve most

10 days

For a full response

How to raise it

What happens next

We'll acknowledge your complaint within two working days and give you a reference number along with the name of the person handling it. A Customer Service Manager (or a senior member of the team) will then take a proper look — checking records, speaking with staff, and reviewing whatever evidence applies. You'll get a written or verbal response setting out what we found, what we're doing about it, and any goodwill or compensation where it's warranted. We aim to have that full response with you within ten working days; if we need longer, we'll tell you why and keep you posted.

If you're still not happy

You can ask for an internal review by a senior manager or company director — we'll acknowledge within two working days and respond in full within ten. If you remain dissatisfied after that, you may have the right to escalate to an independent dispute-resolution service. Trading Standards and Citizens Advice can also point you in the right direction.

All complaints are handled in strict confidence — your details are only used to investigate and resolve your complaint.

We use what we learn from complaints to improve JR Competitions Ltd — reviewing processes, training, and policies where it helps.