Complaints Policy

How to raise a complaint, what we promise, and how we resolve it

VannyCampers Ltd  •  Effective: 18th May 2026

If something has gone wrong, we want to know. Whether it's a charge that doesn't look right, a draw you have a question about, a delivery hold-up, the way a member of our team handled a query, or anything else, please tell us. We will investigate, explain what happened, and put it right where we can.

This Complaints Policy sets out our commitment to fair, prompt and transparent complaint-handling. We publish it because the DCMS Voluntary Code of Good Practice for Prize Draw Operators (paragraph 1.2) requires it, and because it's the right thing to do.

1. What counts as a complaint

1.1       A complaint is any expression of dissatisfaction - written or verbal - about our service, our Competitions, our communications, our staff, or anything else we are responsible for. If we are not sure whether something is a complaint, we will treat it as one to make sure it gets the attention it deserves.

1.2       A complaint is different from a routine query (such as "when is the next draw?" or "where do I update my address?"). Routine queries go to our normal customer-service inbox at info@vannycampers.co.uk. If a routine query becomes a complaint, we will move it across without you having to repeat yourself.

2. How to raise a complaint

2.1       Email - preferred. Send an email to complaints@vannycampers.co.uk with the subject "Official Complaint". Please include:

(a)        Your full name and the email address registered to your VannyCampers account.

(b)       A description of what happened, in your own words.

(c)        When it happened (date, approximate time, draw name where relevant).

(d)       What outcome you would like.

(e)        Any evidence you have — screenshots, order numbers, transaction IDs, ticket numbers, draw timestamps, copies of messages.

2.2       Post. Send a letter to: VannyCampers Ltd, 14-15 Triangle South, Clifton, Bristol BS8 1EY, marked "Official Complaint" on the envelope. Postal complaints add 3-5 working days for delivery; we recommend email if you need a faster response.

2.3       Through your account. You may also raise a complaint through your account by selecting "Help → Make a complaint". This routes the message to complaints@vannycampers.co.uk with your account details pre-attached.

2.4       Anonymous complaints. We will investigate anonymous complaints where we can, but we cannot keep you updated or close the loop without contact details. We strongly recommend giving us a way to reach you.

2.5       Acting on behalf of someone else. If you are raising a complaint on behalf of someone else, please tell us in your first message and provide their written authority where possible. We will not share an account-holder's personal data with a third party without that account-holder's consent.

3. What we promise

3.1       Acknowledgement within two (2) business days. As soon as we receive your complaint we will send you an acknowledgement (by email if you wrote in by email, otherwise by your preferred channel). The acknowledgement will give you a complaint reference number and the name of the team handling it.

3.2       A substantive response within fourteen (14) business days. Our target is to give you a substantive response - what we found, what we are doing about it, and what we are offering to put it right - within fourteen (14) business days of acknowledging the complaint. For complex matters that involve a third party (e.g. a delivery partner, a payment processor) the response may take longer. We aim, in any event, to fully resolve every complaint within 28 days.

3.3       Honest updates. If we cannot meet our targets, we will tell you why and give you a revised timeline. We won't leave you in the dark.

3.4       Free and confidential. Raising a complaint is free of charge. We handle complaints with confidentiality - only the people who need to see your complaint to resolve it will see it, and we will never share your details with the person it relates to (a member of staff, another entrant) unless you specifically agree.

3.5       No detriment. We will never penalise you for raising a complaint in good faith. Your account, your entries, and your subscription are not affected by the act of complaining.

4. How we investigate

4.1       When we receive a complaint we will: (a) read it and assign it to the right person; (b) gather the relevant records (account history, payment logs, draw records, live-stream recordings, customer-service correspondence, postal-entry registers); (c) speak to any team member involved; (d) where appropriate, liaise with our partners (Shopify, Stripe, PayPal, TextGlobal, our converter, our delivery partner); and (e) form a fair view of what happened.

4.2       We will tell you what we conclude in plain English, with a summary of the evidence we relied on (without disclosing third-party personal data).

4.3       Where we got something wrong we will say so, apologise, and explain what we are doing to put it right. Where we did not get something wrong we will explain why, with reference to our policies and the relevant Voluntary Code or legal standard.

5. What we can do to put things right

5.1       Depending on the complaint, the steps we may take include: (a) a written apology; (b) a refund of an entry or a Subscription cycle, where appropriate; (c) credit on your account; (d) free entries to a future Competition; (e) re-running an affected step or process; (f) reviewing and changing our procedures; (g) staff training or, where appropriate, disciplinary action; (h) reporting to a regulator where there has been a serious breach.

5.2       For complaints that concern a draw outcome, we will review the draw record, the live-stream recording, and the entry log. Decisions of the draw mechanism (the ball machine or the certified RNG fallback) are final, but we will explain how the draw was conducted and provide the supporting evidence.

6. If you are not satisfied with our response

6.1       If our response does not resolve your complaint, you can ask us to review it. Reply to our response within thirty (30) days saying you would like the matter escalated, and a senior member of the team (typically the Operations Lead or, for serious matters, the CEO) will look at it again. We aim to respond to escalations within fourteen (14) business days.

6.2       Alternative Dispute Resolution (ADR). If we cannot resolve your complaint to your satisfaction after escalation, you may refer the matter to our independent ADR provider, [Insert ADR provider on appointment]. ADR is voluntary on both sides but we are happy to take part where it would help reach a fair outcome.

6.3       Other routes. Depending on the nature of the complaint, you may also be able to raise it with: (a) the Information Commissioner's Office (ICO) at ico.org.uk for data-protection complaints we have not resolved within three months; (b) the Advertising Standards Authority (ASA) at asa.org.uk for advertising complaints; (c) the Fundraising Regulator at fundraisingregulator.org.uk for charity-fundraising complaints; (d) Action Fraud at actionfraud.police.uk for suspected fraud; (e) the Department for Culture, Media and Sport at prizedrawcode@dcms.gov.uk for complaints about how we are following the Voluntary Code; (f) the courts. Your statutory rights are not affected.

7. Vexatious or repeated complaints

7.1       We treat every complaint seriously. In the rare case that a complaint is found to be vexatious - for example, the same complaint is repeatedly resubmitted after a full and fair investigation, or the complaint is being used as a vehicle to abuse our team - we may, after written warning, decline to investigate further. We will keep a record of any decision to do so and the reasons for it. This does not affect any new complaint about a different matter.

8. Records and reporting

8.1       We keep a record of every complaint, the steps we took, and the outcome. Records are retained for a minimum of seven (7) years to meet our regulatory and Voluntary Code obligations.

8.2       We review trends in complaints regularly to identify where we can improve our service. We publish summary statistics (volume, time-to-resolve, top categories) on our compliance page each year.

9. Changes

9.1       We may update this Policy from time to time. The current version is shown on the Platform with the version date.

10. Contact

10.1     Email: complaints@vannycampers.co.uk.  Post: VannyCampers Ltd, 14-15 Triangle South, Clifton, Bristol BS8 1EY (mark the envelope "Official Complaint").