Complaints Procedure

At Paragon Competitions Limited, we are committed to providing a fair, transparent and professional service to all of our customers. We take complaints seriously and view them as an opportunity to improve our services and customer experience.

What We Need

To help us investigate your complaint efficiently, please provide:

• Your full name
• Your account email address
• Relevant competition details
• A clear description of your complaint
• Any supporting evidence or documentation

Complaint Form

Acknowledgement of Complaints

We aim to acknowledge all complaints within 3 working days of receipt.

Our acknowledgement will confirm that your complaint has been received and is being investigated.

Investigation Process

Once your complaint has been acknowledged, we will conduct a thorough review of the matter.

This may include reviewing:

• Competition records
• Entry history
• Account activity
• Internal communications
• Relevant terms and conditions

We may contact you if further information is required to assist with our investigation.

Response Times

We aim to provide a full response within 14 working days of receiving your complaint.

Where additional time is required due to the complexity of the matter, we will keep you informed of progress and provide an estimated timeframe for resolution.

Resolution

Following our investigation, we will provide a written outcome explaining:

• Our findings
• Any actions taken
• Any proposed resolution, where appropriate

If we determine that an error has occurred, we will take reasonable steps to rectify the issue as quickly as possible.

Escalation

If you remain dissatisfied with our response, you may request that your complaint is reviewed by a senior member of the Paragon Competitions Limited management team.

Any request for escalation should be submitted within 7 days of receiving our final response.

Continuous Improvement

Paragon Competitions Limited monitors complaints to identify trends, improve processes and enhance the overall customer experience. Customer feedback plays an important role in helping us maintain high standards of service.

Last updated: July 2026