Complaints procedure

We aim to run our promotions fairly and transparently. If you believe something has gone wrong, please tell us so we can investigate.

How to complain

Use our contact form or email dbarker99@dbxdreamdraws.co.uk. Please include:

• your full name and the email address on your account;
• the competition or promotion concerned;
• your order or transaction number, if you have one (it's under My account → Orders);
• a clear explanation of the problem; and
• any screenshots or other information that may help.

What happens next

1. We acknowledge your complaint within 2 working days.
2. We send a full response within 14 days. If a matter needs more investigation, we'll explain why and give you an updated date.
3. If you're not happy with our response, you can ask for an internal review by a senior member of the DBX Dream Draws team who wasn't involved in the original response, where reasonably practicable.

Your rights

Making a complaint does not affect your statutory consumer or data protection rights. Complaints about how we use personal information can also be raised with the Information Commissioner's Office.