Complaints Policy

1. Introduction

At The Online Giveaway Guys (thegiveawayguys.co.uk), we are committed to delivering exceptional service and creating a positive experience for all participants. We welcome feedback and understand the importance of addressing concerns promptly, fairly, and transparently. This policy explains how we handle complaints in line with best practice.

2. Definition of a Complaint

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

3. How to Make a Complaint

Complaints can be submitted through the following channels:

Email: support@thegiveawayguys.co.uk
Please include “Official Complaint” in the subject line.

Post:
The Giveaway Guys
PO Box 28971
Dalkeith
EH22 9DH

4. Complaints Handling Procedure

Once a complaint is received, we will begin an internal review. This may include gathering relevant information, speaking with the parties involved, and reviewing any applicable records.

We aim to respond to complaints within 15 working days of acknowledging receipt. If additional time is required, we will notify the complainant, explain the reason for the delay, and provide an updated expected response timeframe.

5. Confidentiality

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