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Customer Complaints Procedure

Fair Resolutions, Every Time

We want every player to have a great experience with Phat Stax Competitions. If something hasn't gone right, we want to know about it so we can put it right. Here's how our complaints process works.

01

Get in Touch

If you're unhappy with any part of our service, the first step is to let us know. You can reach us in any of the following ways:

Email
[email protected]
Online
phatstax.co.uk/contact
By Post
Graham Reid Accountancy, 71 Castlegate, Berwick-Upon-Tweed, Northumberland, TD15 1LF
Social Media
Message us on Facebook
When contacting us, please include your full name, the email address on your account, a description of the issue, any relevant order numbers or competition names, and the outcome you'd like.
02

What Happens Next

Once we receive your complaint, here's the process we follow:

1

We Acknowledge Your Complaint

We'll confirm we've received your complaint and let you know who's handling it.

Within 2 working days
2

We Investigate

We'll look into the issue thoroughly — checking records, reviewing the facts, and speaking to anyone involved. All complaints are handled fairly, objectively, and in confidence.

As quickly as possible
3

We Respond

You'll receive a full response explaining what we found, what action we've taken (or plan to take), and any resolution offered. If we need more time due to complexity, we'll keep you updated throughout.

Within 10 working days
03

Not Satisfied?

If you're not happy with our response, you can ask for it to be reviewed by a senior member of the team. We'll acknowledge your escalation within 2 working days and provide a final written response within 10 working days.

If you remain dissatisfied after our final response, you may have the right to escalate your complaint to an independent body or alternative dispute resolution service. You can contact Citizens Advice or Trading Standards for further guidance.

Citizens Advice Trading Standards
Phat Stax Competitions is a signatory of the Voluntary Code of Good Practice for Prize Draw Operators. If you believe we are not meeting our obligations under the Code, you can raise this with us directly or contact the Department for Culture, Media and Sport at [email protected].
04

Our Promise

Every complaint is treated seriously and handled in strict confidence. Your personal details and any information you share will only be used for the purpose of resolving your complaint.

We also use complaints as an opportunity to get better. Where issues are identified, we will:

  • Review and improve our internal processes
  • Update our policies or systems where needed
  • Make sure the same issue doesn't happen again

All complaints are logged and reviewed regularly to help us spot patterns and continuously improve the experience for all our players.

Ready to Get in Touch?

We're here to help and we'll always do our best to make things right.

[email protected]