Complaints Policy
PlateComps.com
Operated by Plate Seller Ltd (Company No. 15150352).
Registered office: Plate Seller Ltd, Unit 1 Hill Village Business Park, Filleigh, Devon, EX32 0RP.
Contact: support@platecomps.com
1. Introduction
PlateComps aims to operate competitions fairly, transparently and responsibly.
This Complaints Policy explains how you can raise a complaint about www.platecomps.com, your account, a competition entry, payment, postal entry, draw result, prize, or any related PlateComps service.
This Complaints Policy applies to PlateComps only.
2. What This Policy Covers
You may use this policy to complain about:
- competition entries;
- payment issues;
- free postal entries;
- ticket allocation;
- skill question issues;
- draw results;
- winner selection;
- prize fulfilment;
- refunds or cancelled competitions;
- account access or account restrictions;
- customer service; or
- website issues affecting your use of PlateComps.
This policy does not replace our Competition Terms and Conditions, Website Terms of Use, Privacy Policy, Cookie Policy or Free Postal Entry Policy.
3. How to Make a Complaint
To make a complaint, please email: support@platecomps.com
Please include as much detail as possible, including:
- your full name;
- your PlateComps account email address;
- your telephone number, if helpful;
- the name of the competition, if relevant;
- your ticket number or entry details, if relevant;
- the date of the issue;
- a clear explanation of your complaint; and
- any screenshots, receipts, emails or supporting information.
Providing clear information will help us investigate your complaint more quickly.
4. Acknowledgement
We will aim to acknowledge your complaint within 5 working days.
Where possible, we will confirm that we have received your complaint and may ask you for further information if needed.
5. Investigation
We will review your complaint fairly and carefully.
Depending on the nature of the complaint, we may review:
- account records;
- entry records;
- payment records;
- free postal entry records;
- draw records;
- winner verification records;
- website logs;
- correspondence; and
- any other information relevant to the complaint.
6. Response
We will aim to provide a response within 28 days of receiving your complaint and any information needed to investigate it.
Our response may include:
- an explanation of what happened;
- whether your complaint has been upheld or rejected;
- any corrective action we propose to take;
- any refund, replacement entry or other remedy, where appropriate; or
- confirmation that no further action will be taken.
Some complaints may take longer to investigate, particularly where they involve payments, fraud checks, postal records, technical issues, winner verification or third-party providers. If this happens, we will aim to keep you updated.
7. Competition Results and Draw Decisions
PlateComps will investigate genuine concerns about draw administration, winner selection or competition fairness.
However, PlateComps will not change a draw result unless there is clear evidence of an error, technical failure, ineligible winner, breach of the Competition Terms and Conditions, or other issue that materially affects the fairness of the competition.
PlateComps’ decision is final in relation to the administration of competitions, subject to any rights you may have under law.
8. Payment Complaints
If your complaint relates to a payment, failed payment, duplicate payment, refund or chargeback, we may need to review payment records and information from our payment provider.
Payments may be processed by third-party payment providers, including Cashflows or any replacement payment provider we use from time to time.
Refunds, where due, will usually be returned to the original payment method unless we tell you otherwise.
9. Postal Entry Complaints
If your complaint relates to a free postal entry, we may review whether the entry was received before the competition closed, whether it was complete and legible, whether it included the correct skill question answer, and whether it complied with the Free Postal Entry Policy.
PlateComps is not responsible for postal delays, lost post, incomplete entries, illegible entries, damaged entries or entries not received before the competition closes.
10. Unreasonable or Abusive Complaints
We will deal with complaints fairly, but we may restrict or refuse to respond to complaints that are abusive, threatening, repetitive, dishonest, deliberately misleading or made in bad faith.
We may also suspend or close accounts where a user abuses PlateComps, its staff, suppliers, payment providers or other users.
11. Data Protection Complaints
If your complaint relates to how we handle your personal data, please contact us at: support@platecomps.com
You also have the right to complain to the Information Commissioner’s Office.
More information is available in our Privacy Policy.
12. Changes to This Complaints Policy
We may update this Complaints Policy from time to time.
The latest version will be published on the website.
13. Contact
For complaints or questions about this Complaints Policy, please contact: support@platecomps.com