Complaints Policy

WHO WE ARE AND HOW TO CONTACT US
The promoter is: PALLADIUM COMPETITIONS LIMITED with Company Number SC784140 and whose registered office is at First Floor, Moir & Associates, Arnhall Business Park, 5 Abercrombie C, Prospect Rd, Westhill, Aberdeenshire, AB32 6FE (“we”, “us”, “our”, or “Palladium”).
If you wish to contact us for any reason, including if you have any questions about our complaints procedure or need assistance in making a complaint, please email [email protected].

COMPLAINTS PROCEDURE
We value our customers and aim to provide the highest level of service and a positive experience. However, we understand that there may be occasions when our customers feel dissatisfied and wish to make a complaint. We take all complaints seriously and will endeavour to resolve them promptly, confidentially, and fairly.

HOW TO MAKE A COMPLAINT
Customers who wish to make a complaint can do so by following these steps:
Email: Please email your complaint to the email address provided in paragraph 1.2 above and ensure that the subject line of your email is “COMPLAINT” to ensure it can be easily identified by our complaints handling team.
Include Details: In your email, please provide as much detail as possible regarding your complaint. This should include a description of your complaint, relevant dates, and any relevant documents and names of individuals you have spoken to regarding the matter.
Contact Information: Please ensure you include your full name, contact number and email address so that we can get in touch with you regarding your complaint.

ACKNOWLEDGMENT OF COMPLAINT
Upon receiving your complaint, we will send you an acknowledgment email within 48 hours to confirm that we have received it. This email will include a reference number for your complaint, which you should use in any further correspondence regarding the matter.

INVESTIGATION AND RESOLUTION
We aim to resolve all complaints as quickly as possible. Our complaints handling team will investigate your complaint, and this may involve us gathering relevant information, speaking with involved parties and reviewing our records. We may need to contact you for further information or clarification during this process.
Once our investigation is complete, we will provide you with a response to your complaint via email. This response will outline the findings of our investigation, indicate whether your complaint has been upheld or if we disagree with any aspects of it, and detail any actions that we propose to take to resolve the matter. We will aim to provide you with a response within four weeks from the time we received your complaint.

ESCALATION
If you are not satisfied with the resolution offered, you have the right to escalate your complaint further. You can do this by replying to the email you received with our initial response, clearly stating that you wish to escalate the matter.
Your complaint will then be reviewed by a senior member of our team, who will conduct a further investigation and provide you with a final response. We will endeavour to provide you with a final response within four weeks from the time your complaint was escalated in accordance with paragraph 6.1 above.

UK LEGAL PROCEDURE
If your complaint is not resolved to your satisfaction following any escalation in accordance with paragraph 6 above, you may refer the matter to an independent alternative dispute resolution (ADR) service or seek independent legal advice.
We may retain information about your complaint in accordance with our Privacy Notice and applicable data protection legislation.