At Big Dog Competitions, we are committed to providing a fair, transparent, and professional service to all customers. We take complaints seriously and aim to resolve any issues quickly and fairly.
How to Make a Complaint
If you are unhappy with any aspect of our service, you can contact us using the details below:
Email: Contact@bigdogcompetitions.co.uk
Please include:
• Your full name
• Your account email address
• Details of your complaint
• Any relevant order or competition information
Complaint Handling Process
Once we receive your complaint:
• We will acknowledge receipt of your complaint within 3 working days.
• We will investigate the issue thoroughly and fairly.
• We aim to provide a full response within 14 working days. If additional time is required, we will keep you informed throughout the process.
Our Commitment
We aim to:
• Treat all customers fairly and respectfully
• Investigate complaints impartially
• Resolve issues as quickly as possible
• Use customer feedback to improve our services
Responsible Play & Account Support
Customers may contact us at any time regarding:
• Account suspensions
• Self-exclusion requests
• Spending concerns
• We are committed to supporting responsible participation in our competitions.
Escalation
If you are dissatisfied with our response, you may request that your complaint be reviewed again by management.
Policy Updates
Big Dog Competitions reserves the right to update this Complaints Policy at any time to reflect changes in legal, regulatory, or operational requirements.