Complaints Policy

1. Introduction

At Storm Competitions, we are committed to providing a fair and transparent service to our customers. We recognise that issues can arise and aim to address complaints promptly, fairly and consistently.

This policy explains how customers can raise a complaint and how complaints are handled and escalated within our business.

2. What We Consider a Complaint

A complaint is an expression of dissatisfaction regarding our services, competitions, actions or the way in which we have handled an issue.

Where it is unclear whether a customer intends to make a formal complaint, we will take reasonable steps to clarify this with the customer.

3. How to Make a Complaint

Complaints can be submitted by email to [email protected] with the subject line “Formal Complaint”.

Please provide as much relevant information as possible, including your name, account email address, details of the issue and any relevant competition or order information. This will help us investigate your complaint efficiently.

Complaints may also be submitted by post to:
Storm Competitions, Springfield House, Water Lane, Wilmslow, England, SK95BG

4. How We Handle Complaints

Complaints are initially reviewed by our customer support team.

As part of our investigation, we may review relevant account information, transactions, competition records and previous communications, and may obtain further information from members of our team where necessary.

Where a complaint cannot be satisfactorily resolved by our customer support team, it will be escalated to senior management for further review.

Where appropriate, a complaint may be escalated to the company’s directors for final review and resolution.

We aim to provide a substantive response within 15 working days of acknowledging a complaint.

If additional time is reasonably required to complete our investigation, we will inform the customer and provide an indication of when a response is expected.

5. Outcomes

Once our investigation has been completed, we will communicate the outcome of the complaint to the customer.

Where appropriate, we will explain any action we have taken or intend to take as a result of the complaint.

6. Confidentiality and Personal Information

Complaints are handled appropriately and confidentially. Any personal information processed as part of a complaint will be handled in accordance with our Privacy Policy and applicable data protection requirements.

7. Review of This Policy

We may update this Complaints Policy from time to time to reflect changes to our processes, services or applicable standards.