Complaints Policy

Purpose

We aim to handle complaints fairly, promptly and clearly.

What you can complain about

• account access
• entries or ticket allocation
• payment/checkout issues
• free-entry handling
• draw process concerns
• winner verification
• prize delivery
• marketing/contact preferences
• staff/customer service conduct
• data protection concerns

How to complain

Email support@ivawin.com with:

• your full name
• account email
• competition name/ID
• order/entry reference, if available
• clear summary of the issue
• evidence/screenshots, if relevant
• the outcome you are seeking

Process

1. We acknowledge the complaint.
2. We investigate using account, payment, entry, draw and communication records.
3. We may ask for more information.
4. We provide a written outcome.
5. If you disagree, you may request internal review by a different senior person where available.

Records

We keep complaint records for audit, legal and service-improvement purposes.