Complaints Procedure
CCV Group Ltd takes all complaints seriously. If you are unhappy with any aspect of our service, competitions, products or conduct, this page explains how to raise a complaint and what to expect from us.
Acknowledgement
Within 2 working days of receipt
Full response
Within 14 calendar days
Complex complaints
Up to 28 calendar days with notice
1. Our Commitment
CCV Group Ltd is committed to handling all complaints fairly, consistently and promptly. We will treat every complaint as an opportunity to improve our service.
We will not penalise any customer for making a genuine complaint. Making a complaint will not affect your eligibility to enter competitions, receive prizes you have legitimately won, or use any other CCV Group Ltd service.
2. What You Can Complain About
You may raise a complaint about any aspect of CCV Group Ltd's conduct, including but not limited to:
- The conduct of a competition, including the draw process or winner selection
- A prize not being delivered or not matching the description
- A refund request that has not been resolved to your satisfaction
- The behaviour or communications of CCV Group Ltd staff
- How your personal data has been handled
- Our website, online shop or any digital service we operate
- Our marketing communications
- Any other matter relating to CCV Group Ltd's products or services
3. How to Make a Complaint
Please contact us using one of the methods below. To help us investigate your complaint as quickly as possible, please include as much detail as you can.
Post
Complaints — CCV Group LtdUnit 16 Midfield Drive
Kirkcaldy
Fife, KY1 3LW
Scotland
Please include in your complaint:
- Your full name and contact details (email address and/or telephone number)
- A clear description of your complaint and the events that led to it
- The date(s) on which the issue occurred
- Any relevant order numbers, competition names or reference numbers
- What outcome you are seeking
- Copies of any relevant correspondence or evidence (if available)
4. What Happens After You Complain
- 1
Acknowledgement
Within 2 working daysWe will acknowledge receipt of your complaint and provide you with a reference number. We may ask for additional information at this stage if needed.
- 2
Investigation
OngoingWe will investigate your complaint thoroughly and fairly. Where necessary, we will review relevant records, communications and evidence.
- 3
Full response
Within 14 calendar daysWe will provide a full written response setting out our findings, any action we have taken or will take, and our reasoning.
- 4
Complex complaints
Up to 28 calendar daysIf your complaint requires more detailed investigation, we will notify you within 14 days that we need more time and provide an expected resolution date.
5. If You Are Not Satisfied With Our Response
If you are not satisfied with our final response, or if we have not resolved your complaint within 28 calendar days, you may wish to consider the following options.
Citizens Advice
Free, independent advice on consumer rights and dispute resolution.
www.citizensadvice.org.uk →Trading Standards
You may report concerns about trading practices to your local Trading Standards office via Citizens Advice.
Report to Trading Standards →Information Commissioner's Office (ICO)
If your complaint relates to how CCV Group Ltd has handled your personal data, you have the right to complain to the ICO.
ico.org.uk/make-a-complaint →Online Dispute Resolution (ODR)
For disputes arising from online purchases, the European Commission's ODR platform may be available to UK consumers.
ec.europa.eu/consumers/odr →6. Competition-Specific Complaints
If your complaint relates to the conduct of a specific competition — including the draw process, winner selection, prize fulfilment or eligibility decisions — please follow the same complaints process above and clearly state the competition name and your entry reference.
CCV Group Ltd competitions are structured to provide both a paid entry route and a free postal entry route and are intended to operate in accordance with applicable UK law, including the Gambling Act 2005. All draws are conducted using a documented random selection process and are recorded.
Where a complaint relates to a draw outcome, we will provide a written explanation of the draw process and, where appropriate, evidence of the draw result. We cannot alter a draw outcome after it has been conducted, but we will investigate any genuine concern about process integrity.
7. Data Protection Complaints
If your complaint concerns the way CCV Group Ltd has processed your personal data, you have the right under UK GDPR to:
- Raise the matter with us directly using the complaints process above
- Request access to the personal data we hold about you
- Request correction or erasure of your personal data (subject to legal retention obligations)
- Object to or restrict processing of your personal data
- Lodge a complaint with the Information Commissioner's Office (ICO) at any time
Data protection requests should be sent to [email protected] with the subject line: Data Protection Request — [your name].
8. Record Keeping
CCV Group Ltd will maintain a record of all complaints received, the outcome of each complaint and any action taken. This record is used to identify patterns and improve our service. Complaint records are retained in accordance with our Privacy Policy and applicable data protection law.
9. Governing Law
This complaints procedure and any dispute arising from it shall be governed by and construed in accordance with the laws of Scotland. Nothing in this procedure affects your statutory rights as a consumer under UK law.
Solicitor review pending. This complaints procedure has been prepared for CCV Group Ltd and is awaiting review by a qualified Scottish solicitor before paid draws go live. It should not be relied upon as legal advice.