Complaints Policy

We want every client to be happy with the work we do. If something has gone wrong, or you are unhappy with any part of our service, we want to hear about it. This policy explains how to raise a complaint with RaffleLabs, what we will do about it, and the timescales you can expect.

Complaining costs you nothing, and it will never affect how we treat you or the service you receive.

1. Who we are

RaffleLabs is a trading name of StartPoint Web Design Ltd, a company registered in England and Wales under company number 15611247, with its registered office at 75 Pinders Road, Hastings, England, TN35 5HE. References to "we", "us", and "our" in this policy mean RaffleLabs.

2. What this policy covers

This policy applies to complaints about:

• The design, build, or delivery of a website or platform we have provided.
• Hosting, maintenance, and support services we provide.
• Our billing, quotations, contracts, or account handling.
• The conduct, communication, or responsiveness of anyone acting on our behalf.
• An introduction we have made to one of our partners, or the information we gave you about a partner's product.

3. What this policy does not cover

We work with a network of specialist partners — for example, payment providers, funding providers, and licensing and compliance specialists. Where you hold a contract directly with one of those partners, complaints about their product, pricing, decisions, or service are for that partner to handle under their own complaints procedure. Section 7 explains what to do in that situation. If you are not sure who to complain to, contact us and we will point you in the right direction.

We build and support websites for prize-competition operators; we do not run competitions or draws ourselves. If you have entered a competition and wish to complain about the draw, a prize, a refund, or the outcome of an entry, you will need to contact the operator of that competition directly. They are responsible for the promotion and its terms.

4. How to make a complaint

In the first instance, please raise the issue with your usual contact at RaffleLabs — many problems can be sorted out quickly and informally. If you would prefer to make a formal complaint, or you are not satisfied with the response you have had, please email us at info@rafflelabs.co.uk with "Complaint" in the subject line.

To help us investigate properly, please include:

• Your name, company name, and the best way to contact you.
• The project, service, or account the complaint relates to.
• A clear description of what has happened and when.
• Any relevant dates, emails, screenshots, or reference numbers.
• What you would like us to do to put things right.

If you need to make a complaint in a different format, or need any adjustments to do so, let us know and we will accommodate you wherever we reasonably can.

5. What happens next

1. Acknowledgement — within 5 working days. We will confirm we have received your complaint, tell you who is handling it, and let you know if we need any further information from you.
2. Investigation. Your complaint will be reviewed by someone with the authority to resolve it and, wherever possible, by someone who was not directly involved in what you are complaining about. We will look at the relevant records, correspondence, and project history, and speak to any colleagues involved.
3. Our response — within 20 working days. We will write to you with the outcome of our investigation. That will set out what we found, whether we uphold your complaint in whole or in part, our reasons, and what we propose to do to put things right.
4. If we need longer. Some complaints are more complex, or depend on information from a third party. If we cannot give you a full response within 20 working days, we will write to you to explain why, tell you what is outstanding, and give you a revised date. We aim to issue a final response within eight weeks of receiving your complaint in all cases.

6. If you are not happy with our response

If our response does not resolve matters, please tell us within 20 working days of receiving it and explain what remains outstanding. We will arrange for a director to review the complaint afresh, along with how it was handled, and write to you with a final response.

If you remain dissatisfied after our final response, nothing in this policy affects your legal rights. You are free to seek independent legal advice, to pursue the matter through the courts of England and Wales, or to use any alternative dispute resolution or mediation service the parties agree to. Where your contract with us sets out a specific dispute resolution process, that process will apply.

7. Complaints about one of our partners

If your complaint is about a product or service provided directly by one of our partners — such as a payment gateway, merchant account, or business funding facility — please raise it with that provider first. They are required to have their own complaints procedure, and they hold the records and the authority to resolve the issue.

Many of those providers are regulated firms. If yours is, and you are an eligible complainant, you may be able to refer your complaint to the Financial Ombudsman Service free of charge if the provider does not resolve it to your satisfaction — usually within six months of their final response. Their complaints procedure will confirm whether that right applies to you. You can find out more at financial-ombudsman.org.uk.

RaffleLabs is not a regulated financial services firm and does not provide financial, legal, or regulatory advice. We act as an introducer, and the Financial Ombudsman Service does not cover our own services. If your complaint concerns the introduction itself, or the information we gave you, that falls under this policy and we will handle it under sections 4 and 5.

8. Complaints about how we handle your personal data

If your complaint relates to how we have collected, used, or stored your personal information, please contact us at info@rafflelabs.co.uk and we will deal with it under this policy. You can find full details of how we handle personal data in our privacy policy.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection, at ico.org.uk. We would appreciate the chance to put things right first, so please come to us in the first instance.

9. Our commitments to you

• We will treat every complaint seriously, fairly, and in confidence.
• We will not charge you for making or handling a complaint.
• You will never be treated less favourably because you have complained.
• We will be clear about what we can and cannot do, and we will explain our reasoning.
• Where we have got something wrong, we will say so, put it right, and tell you what we are changing so it does not happen again.

10. Records and learning from complaints

We keep a record of every formal complaint we receive, the investigation, and the outcome. These records are held securely, retained for a minimum of three years, and used only to resolve the complaint, meet our legal and contractual obligations, and improve our services. Complaints are reviewed periodically by management to identify recurring issues and improve how we work.

11. Changes to this policy

We may update this policy from time to time. Any changes will be posted on this page with an updated "last updated" date. The version in force when you raise your complaint is the one that will apply to it.

12. Contact us

Please send all complaints by email to info@rafflelabs.co.uk, with "Complaint" in the subject line. We will acknowledge it within 5 working days.

If you are unable to contact us by email, or need to raise your complaint in another format, use the enquiry form on our contact page and we will arrange a suitable way for you to do so.