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Real Winners • Real Impact
Fair, accessible and transparent complaint handling
Policy owner: Director / Compliance Lead
Effective date: 1 October 2026
Version: 1.1
Next review: October 2027 or earlier if required
Applies to: Prosper Prize UK Ltd and third parties acting on our behalf
Status: Public policy
Prosper Prize wants every customer, entrant, supporter and member of the public to be treated fairly. If something has gone wrong, or you are dissatisfied with our service, competitions, advertising, fundraising activity or the conduct of someone acting on our behalf, we want to know so that we can investigate and, where appropriate, put matters right.
This policy explains how to make a complaint to Prosper Prize UK Ltd (“Prosper Prize”), how we will investigate it, the timescales you can expect and the options available if you remain dissatisfied.
It applies to complaints about:
Where it is unclear whether a communication is a concern, feedback or a formal complaint, we will normally treat it as a complaint so that it receives appropriate attention.
A complaint is an expression of dissatisfaction, however made, about something Prosper Prize has done, failed to do, or about someone acting on our behalf. You do not need to use the word “complaint” for this policy to apply.
Routine enquiries, requests for information or straightforward requests for assistance are not normally treated as complaints unless you tell us you are dissatisfied or the circumstances indicate that they should be treated as one.
You can complain using any of the following methods:
Email: team@prosperprize.co.uk
Telephone: 01905 347 620
Post: Complaints, Prosper Prize UK Ltd, Everoak Estate, Bromyard Road, Worcester, WR2 5HP
Website: www.prosperprize.co.uk
Please provide as much of the following as you reasonably can:
You may ask someone to complain on your behalf. We may ask for evidence that you have authorised them to act for you before discussing personal information.
If you need help making a complaint because of a disability, communication need or other circumstance, please tell us. We will make reasonable adjustments where we can and can accept complaints in another practical format. Prosper_Prize_Complaints_Policy…
We aim to acknowledge your complaint within 5 working days. We will tell you who is dealing with it, what will happen next and, where appropriate, whether we need any further information.
We will investigate thoroughly and fairly. This may include reviewing website records, competition records, order information, draw records, emails, call notes, advertising, third-party information and speaking with relevant staff or partners.
Where possible, the complaint will be reviewed by someone who was not directly responsible for the matter complained about.
We aim to provide a written outcome within 28 calendar days of acknowledging your complaint. Our response will address the main points raised, explain our findings and set out any action or remedy we consider appropriate.
If a complaint is unusually complex and we cannot reasonably complete the investigation within that period, we will explain why, keep you updated and provide a revised target date.
If you remain dissatisfied, you may ask for an internal review within 20 working days of our Stage 1 response. Please explain which parts of the response you disagree with and why.
The review will normally be carried out by a director or another person who was not responsible for the original decision, where practicable. We aim to complete the review within 10 working days and will tell you if more time is reasonably required. Prosper_Prize_Complaints_Policy…
Depending on the facts, our response may include one or more of the following:
A complaint does not automatically entitle a person to a refund, compensation, a prize, or a change to a competition result. Where a complaint concerns a draw or winner decision, we will review the relevant records and the applicable competition terms and will correct any established error.
Where Prosper Prize carries out fundraising, cause-related promotion or works with a fundraising partner, complaints about that activity will be handled under this policy and in line with the standards that apply to the fundraising activity.
We will ensure that fundraising complaints are investigated thoroughly and fairly, responded to appropriately, dealt with without unnecessary delay, recorded and reviewed so that learning can be used to improve future activity. This policy also applies to third-party fundraisers acting on our behalf unless they have an appropriate complaints procedure of their own.
If your complaint is specifically about charitable fundraising and you remain dissatisfied after our process, you may be able to refer the matter to the Fundraising Regulator, where the complaint falls within its remit. The Fundraising Regulator normally expects you to complain to the organisation first.
Website: www.fundraisingregulator.org.uk
Telephone: 0300 999 3407
Post: Fundraising Regulator, 50 Featherstone Street, London, EC1Y 8RT
For registered fundraising organisations, we recommend making any referral promptly and normally within two months of our final response, subject to the Fundraising Regulator’s own current rules and jurisdiction.
Some complaints may fall within the remit of another regulator or body. For example, complaints specifically about personal data rights may be capable of referral to the Information Commissioner’s Office (ICO). Allegations of fraud or criminal conduct should be reported to the appropriate law-enforcement or fraud-reporting body.
We will not use a referral to another body as a reason to avoid dealing with matters that are properly within Prosper Prize’s responsibility. Where appropriate, we will explain any external route in our final response.
Prosper Prize may use agencies, media partners, influencers, technology providers, contractors or fundraising partners. Where a complaint relates to activity carried out on our behalf, we will take reasonable responsibility for investigating the issue and coordinating with the relevant third party.
Our partners are expected to cooperate with our complaints process and provide information reasonably required to investigate a complaint. Prosper_Prize_Complaints_Policy…
We will handle complaints respectfully, objectively and without disadvantaging someone simply because they have complained. Information will be shared only where reasonably necessary to investigate, respond, comply with law or cooperate with a regulator.
We understand that people may be frustrated or upset. However, threatening, abusive, discriminatory or persistently unreasonable behaviour towards staff or partners may result in us limiting the method or frequency of contact. We will still seek to address the substance of a genuine complaint wherever reasonably possible.
We keep a complaints record containing sufficient information to understand the complaint, how it was investigated, the outcome and relevant communications. Fundraising-related complaint records will be retained for at least 24 months from the date of the complaint, unless data protection law requires earlier deletion or a longer period is justified by another legal requirement.
Complaints will be reviewed periodically by management to identify recurring issues, trends and opportunities to improve competitions, advertising, customer communications, fundraising, third-party oversight and internal processes.
This policy should be read alongside our Competition Terms & Conditions, Privacy Policy, website terms and any specific terms applying to the competition or promotion concerned. If there is a conflict, legal requirements and the applicable competition terms will take precedence to the extent required by law.
This policy will be reviewed at least annually and sooner where there is a material change to Prosper Prize’s operations, regulatory requirements, fundraising arrangements or complaints-handling expectations.
Email: team@prosperprize.co.uk
Telephone: 01905 347 620
Website: www.prosperprize.co.uk
Post: Prosper Prize UK Ltd, Everoak Estate, Bromyard Road, Worcester, WR2 5HP
