COMPLAINTS PROCEDURE & DISPUTE RESOLUTION POLICY
Brown Bird and Company Ltd
Version 1.0
Effective Date: 18th June 2026
1. Our Commitment
Brown Bird and Company Ltd is committed to operating its competitions in a fair, transparent and professional manner.
We aim to provide excellent customer service and resolve any concerns quickly, fairly and efficiently. If you are unhappy with any aspect of our service, competitions, website, marketing communications or the administration of a prize draw or competition, we encourage you to contact us so that we have the opportunity to investigate and resolve the matter.
This Complaints Procedure explains how complaints can be submitted, how they will be investigated and the timescales you can expect.
2. What Is A Complaint?
A complaint is any expression of dissatisfaction regarding:
* A competition or prize draw.
* Competition entry processes.
* Website functionality.
* Payment processing.
* Winner selection procedures.
* Prize fulfilment.
* Customer service.
* Marketing communications.
* Account restrictions or self-exclusion requests.
* Any other service provided by Brown Bird and Company Ltd.
General enquiries or requests for information will not normally be treated as complaints.
3. How To Submit A Complaint
Complaints should be submitted in writing wherever possible.
Email:
competitions@brownbirdandcompany.co.uk
Post:
Brown Bird and Company Ltd
Unit 4, Nursery Site
Sandhutton
Thirsk
North Yorkshire
YO7 4EG
To help us investigate your complaint, please provide:
* Your full name.
* Your contact details.
* Your account email address (if applicable).
* Details of the competition concerned.
* A clear description of the issue.
* Copies of any supporting evidence or correspondence.
4. Complaint Handling Process
Stage 1 – Acknowledgement
We will acknowledge receipt of your complaint within five 5 working days.
The acknowledgement may request further information if required.
Stage 2 – Investigation
A member of the Brown Bird and Company Ltd management team will investigate the complaint.
This may include:
* Reviewing competition records.
* Reviewing entry records and transaction logs.
* Reviewing website activity.
* Reviewing communications and correspondence.
* Speaking with relevant members of staff or service providers.
We may contact you during the investigation if additional information is required.
Stage 3 – Response
We aim to provide a full written response within fourteen 14 working days of receiving all information necessary to investigate the complaint.
Where additional time is required due to the complexity of the matter, we will inform you and provide an updated timescale.
Our response will include:
* A summary of our findings.
* Any action taken.
* Any remedy offered where appropriate.
* Information regarding escalation options if you remain dissatisfied.
5. Escalation Procedure
If you are dissatisfied with our response, you may request that the complaint is reviewed by a Director of Brown Bird and Company Ltd.
The review request must be submitted within fourteen 14 days of our initial decision.
The Director’s review will consider:
* The original complaint.
* The investigation undertaken.
* Any additional information provided.
A final written decision will normally be issued within fourteen 14 working days.
6. Competition Decisions
For the avoidance of doubt, Brown Bird and Company Ltd’s decisions relating to:
* Competition rules.
* Eligibility requirements.
* Entry validation.
* Winner verification.
* Competition administration.
shall generally be final, provided such decisions have been made fairly, reasonably and in accordance with the published Competition Terms and Conditions.
Nothing within this policy affects any statutory rights available to consumers under applicable law.
7. Draw Integrity & Evidence
Brown Bird and Company Ltd maintains records relating to competition entries, draw procedures and winner verification processes.
Where appropriate, these records may be reviewed during a complaint investigation to ensure competitions have been administered fairly and in accordance with our published procedures.
To protect customer privacy, commercially sensitive information and security procedures, certain records may not be disclosed in full.
8. Unreasonable or Abusive Complaints
We will always treat customers with courtesy and respect and expect the same in return.
We reserve the right to limit or refuse correspondence where a complaint is:
* Offensive, abusive or threatening.
* Repetitive without providing new information.
* Frivolous or vexatious.
* Intended to disrupt the operation of our business.
Any such action will be proportionate and reasonable.
9. Independent Advice
If you remain dissatisfied after completion of our complaints procedure, you may wish to seek independent advice regarding your rights.
Relevant organisations may include:
* Citizens Advice
* Trading Standards
* Consumer Advice Services
* Alternative Dispute Resolution providers where applicable
Nothing within this policy limits your legal rights.
10. Continuous Improvement
We review complaints regularly to identify trends, improve customer service and strengthen our competition processes.
Feedback received through our complaints procedure helps us improve the experience we provide to all customers.
11. Contact Details
For all complaints and dispute resolution matters, please contact:
Brown Bird and Company Ltd
Email: competitions@brownbirdandcompany.co.uk
Postal Address:*
Unit 4, Nursery Site
Sandhutton
Thirsk
North Yorkshire
YO7 4EG
We are committed to resolving complaints fairly, transparently and as quickly as possible.