Stage 1: contact WinHive
Email hello@winhive.co.uk with “Complaint” in the subject. Include your full name, account email, competition, entry or payment reference, what went wrong and the outcome you are seeking. Do not email full card details.
We aim to acknowledge a complaint within two working days and provide a substantive response within 10 working days. Complex investigations may take longer; we will explain why and give an updated date.
Stage 2: final review
If the first response does not resolve the matter, reply within 14 days and ask for a final review. We will re-check the relevant records, address the points you raise and explain our final position in writing. We aim to respond within another 10 working days.
Independent evidence and external routes
Draw or instant-win evidence may be referred to an independent professional where needed. Payment complaints may also be raised with the payment provider or card/bank issuer. Advertising complaints can be made to the Advertising Standards Authority. Data-protection complaints may be made to the Information Commissioner's Office. Nothing in this process removes statutory consumer or court rights.
Records
Relevant account, entry, draw, payment, email and audit records are retained while a complaint is investigated. Live promotion terms and material evidence are not changed or deleted simply to resolve a dispute.
