Complaints Policy
We want every entrant to have a fair and enjoyable experience. If something hasn’t gone the way it should, we want to hear about it and put it right. This policy explains how to complain to Nerd Competitions (operated by Niche Competitions Ltd) and what happens next.
1. How to raise a complaint
Email contact@nerdcompetitions.co.ukwith “Complaint” in the subject line. To help us resolve it quickly, please include:
- your name and the email address on your account;
- the competition(s) or order(s) involved, with dates;
- a clear description of what happened and what you’d like us to do;
- any screenshots or reference numbers.
2. Our timescales
- We’ll acknowledge your complaint within 2 working days.
- We aim to give you a full response within 8 weeks, and usually much sooner. Complex cases may take longer — we’ll keep you updated if so.
3. Disputes about a draw or result
Our draws use a commit-reveal method: we publish a SHA-256 commitment of the draw seed before entries open, and every drawn competition has a public, recomputable proof page you can check yourself. The result is final once published. If you believe a draw was conducted incorrectly, raise it within 30 daysof the draw and we’ll review the records (the revealed seed, its published commitment and the entry list) and explain the outcome.
4. If you’re still not happy
Our competitions are prize competitions with a free entry route (no purchase necessary) — not a lottery or a free prize draw. We comply with general consumer-protection law and the UK advertising codes administered by the Advertising Standards Authority (ASA), to whom we provide information on request to show a competition has been administered and its prize awarded fairly. We are not currently a member of a certified alternative dispute resolution (ADR) scheme, so we do not offer ADR; if we cannot resolve your complaint between us once we have issued our final response (or after 8 weeks), the routes available to you are:
- the Citizens Advice consumer service, which offers free, impartial consumer advice and can refer matters to Trading Standards;
- your right to seek independent legal advice; and
- your right to take the matter to the courts of England and Wales.
5. Records
We keep a record of complaints and their outcomes so we can spot patterns and improve. These records are held in line with our Privacy Policy.
6. Contact
Complaints and feedback: contact@nerdcompetitions.co.uk.