ENTER PLAYER 1

1. Purpose

ENTER PLAYER 1 is committed to operating fair, transparent and legally compliant competitions and prize promotions.

If you are dissatisfied with any aspect of a competition, website operation, payment, postal entry, winner selection process, prize fulfilment or communication, you may submit a complaint using the procedure below.

2. How to Submit a Complaint

Complaints should be submitted in writing by email to:

contact@enterp1.com

Please include the following information where available:

• Your full name
• The email address used for your ticket, entry or account
• The relevant competition number or competition name
• Your Participant ID or Entry ID, if known
• A clear description of the issue
• Any supporting information, screenshots or documents that may help us review the complaint

Email is the official route for formal complaints. Messages sent through social media may not be monitored consistently. If a complaint is received by post, ENTER PLAYER 1 may contact the complainant by email or post to acknowledge it and continue the complaint process.

3. Acknowledgement

ENTER PLAYER 1 will aim to:

• Acknowledge receipt of a complaint within 48 hours, excluding weekends and public holidays
• Provide a substantive response within 14 days where reasonably possible

If additional time is required due to complexity, missing information or operational constraints, you will be informed.

4. Investigation Process

Complaints will be reviewed fairly and based on available records.

This may involve:

• Reviewing competition records
• Reviewing payment confirmations
• Reviewing postal entry logs
• Reviewing winner selection records
• Reviewing communication history
• Reviewing the relevant competition page, rules and Terms & Conditions

Where appropriate, additional information may be requested from the complainant.

All investigations are conducted using the internal ledger and retained records where available.

5. Resolution

Possible outcomes may include:

• Clarification of rules or process
• Correction of an administrative error, if identified
• Refund of the amount paid for affected tickets, where appropriate
• Confirmation that the original process or decision was correct
• Rejection of the complaint where no breach, error or unfairness is identified

Complaints will be reviewed fairly and based on available records.

A written response will outline the reasoning behind the decision.

6. Escalation

If a complaint cannot be resolved internally, you may:

• Seek independent legal or consumer advice
• Refer the matter to an appropriate consumer advisory service
• Contact the Information Commissioner’s Office (ICO) where data protection concerns apply

ENTER PLAYER 1 competitions are structured under the applicable laws governing free draws and prize competitions.

7. Abuse of Procedure

ENTER PLAYER 1 reserves the right to:

• Decline to engage with complaints that are abusive, threatening, discriminatory, vexatious, repetitive or manifestly unfounded
• Refuse to process complaints that lack sufficient information after reasonable attempts to request clarification
• Limit further correspondence where a complaint has already been reviewed and a final response has been provided

This does not affect legitimate consumer rights.

8. Record Keeping

Complaint records may be retained for compliance, audit and legal defence purposes in accordance with the Privacy Policy.

ENTER PLAYER 1 is committed to handling complaints fairly, transparently and in a timely manner.