Trust & Safety 7 min read

Competition Site Won't Pay Out? How to Complain and Get Your Money Back

What to do if a UK competition site won't deliver a prize, refund you or answer complaints: the steps to take, who to contact and how chargebacks work.

Quick answer

Start with a written complaint to the operator, keeping copies of everything. If that fails, ask your card provider for a chargeback, contact the Citizens Advice consumer helpline so Trading Standards can be told, and consider the small claims court. There is no ombudsman for prize draws, and the Gambling Commission does not handle these complaints.

Step 1: Gather your evidence

  • Order confirmations and ticket numbers.
  • Screenshots of the competition page, including the prize, cash alternative, closing date and terms.
  • The draw recording or result announcement.
  • Every email, message and call log with the operator.
  • Your bank or card statement showing the payment.

Take screenshots straight away, because competition pages often change or disappear after the draw.

Step 2: Make a formal complaint to the operator

Use the operator's complaints process if it has one, otherwise email them. Signatories to the government's Voluntary Code have agreed to run a transparent complaints process, with a dispute resolution process where needed.

Your complaint should include:

  • Your name, account email and order or ticket numbers.
  • What happened, with dates.
  • What you want: the prize, the cash alternative, a refund or an explanation.
  • A deadline for a reply, such as 14 days.

Keep it factual and polite. A clear written record helps in every later step.

Step 3: Escalate if they are a Voluntary Code signatory

If the operator has signed the Voluntary Code and isn't following it, for example by cancelling a draw or cutting a prize because of low sales, say so in your complaint and quote the Code. If that doesn't resolve it, you can raise your concern with DCMS. DCMS won't award you money, but it monitors whether signatories follow the Code. Check signatory status on GOV.UK, or read why we only list signatories.

Step 4: Ask your card provider for a chargeback

If you paid by debit or credit card and didn't get what you paid for, your card provider may be able to reverse the payment through a chargeback. Time limits apply, often around 120 days from the payment or from when you expected the service, so act quickly.

Section 75 protection on credit cards only applies to single purchases between £100 and £30,000, so it rarely covers low-cost tickets. Chargeback is usually the better route. If you paid with PayPal, check its buyer protection.

Step 5: Contact Citizens Advice and Trading Standards

Report the operator through the Citizens Advice consumer helpline. Citizens Advice passes reports to Trading Standards, which can investigate businesses that break consumer law, even though it may not take up your individual case.

If an advert was misleading, for example about the prize or the odds, you can also complain to the Advertising Standards Authority.

Step 6: Consider the small claims court

For an unpaid prize or refund, you can claim through the small claims court. In England and Wales this can be done online through Money Claim Online. Scotland and Northern Ireland have their own small claims procedures. Send a formal letter before action first, giving the operator a final deadline.

If you think it is a scam

Contact your card provider immediately, stop any further payments and report it to Report Fraud, the national fraud reporting service that replaced Action Fraud.

Frequently Asked Questions

Is there an ombudsman for competition sites?

No. There is no ombudsman for prize draws, and the Gambling Commission does not regulate them. Complaints go to the operator, then to your card provider, Citizens Advice and Trading Standards, or the courts.

Can a competition site cancel a draw and keep my money?

If a draw is cancelled, you should get a refund. Voluntary Code signatories have also agreed not to cancel draws because of low ticket sales.

How long does an operator have to give me my prize?

The Voluntary Code says the prize or a reasonable cash alternative should be provided promptly. Check the operator's terms for its stated timescale, then put a clear deadline in your complaint.

Can I get a chargeback on competition tickets?

Often, yes, if you paid by card and did not receive what was promised, such as a prize or refund. Contact your card provider quickly, as time limits apply.

Sources

Last updated November 2026. RaffleScout does not give legal advice.