Complaints Policy

Introduction

At Capital Competitions, we are committed to delivering excellent service and ensuring a positive experience for all participants. We value customer feedback and take all complaints seriously, aiming to resolve concerns promptly, fairly, and transparently.

What Constitutes a Complaint

A complaint is defined as any expression of dissatisfaction, whether made verbally or in writing, regarding our services, actions, or failure to act. Where there is uncertainty as to whether a matter should be treated as a complaint, we will handle it as such to ensure it receives appropriate consideration.

How to Submit a Complaint

Complaints can be submitted through the following channels:

Email: [email protected]
Subject line: “Official Complaint”

Post:
Capital Catch Competitions
Unit D, The Ark – Markham Vale, Duckmanton, Enterprise way, S44 5GG

Complaints Procedure

Upon receiving a complaint, we will carry out an internal review which may include gathering relevant information, reviewing records, and speaking with any parties involved.

We aim to respond to all complaints within 15 working days from the date of acknowledgement. If additional time is required, we will inform the complainant of the reason for the delay and provide an updated timeframe for resolution.

Confidentiality

All complaints are handled in strict confidence and in accordance with our Privacy Policy and applicable data protection legislation.