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KRAZED Complaints Policy

Last updated: 02/02/2026

1. Our Commitment

At KRAZED, we aim to provide a fair, transparent and enjoyable competition experience. If something goes wrong or you are unhappy with any aspect of our service, we want to hear from you and will investigate your complaint fairly and promptly.

2. How to Make a Complaint

Email (preferred method):
Email: [email protected]
Subject line: Complaint – [Your Name] – [Competition Name or Issue]

Please include:

  • Your full name
  • The email address registered to your KRAZED account
  • Competition name or reference (if applicable)
  • A clear description of your complaint
  • What outcome you are seeking
  • Any supporting evidence (screenshots, emails, etc.)

Postal complaints (if you are unable to email):
KRAZED Complaints
PO Box 7073
MANCHESTER
M28 8JU

Please note that complaints submitted by post may take longer to process. We recommend email where possible for a faster response.

We reserve the right to close complaints that are abusive, threatening, repetitive, or made in bad faith.

3. Our Complaints Process

Step 1: Acknowledgement
We aim to acknowledge receipt of your complaint within 5 working days.

Step 2: Investigation
We will investigate your complaint thoroughly and impartially. This may include:

  • Reviewing your account and transaction history
  • Reviewing competition mechanics, entries and draw records
  • Speaking with relevant team members
  • Reviewing any evidence you have provided

Step 3: Response
We aim to provide a full written response within 28 days of receiving your complaint. Our response will explain:

  • Our findings
  • Our decision
  • The reasons for our decision
  • Any action we intend to take (if applicable)

If your complaint is complex and requires additional time, we will contact you to explain why and provide an updated timeframe.

4. If You Are Not Satisfied

If you are not satisfied with our response, or if your complaint has not been resolved within 28 days, you may request details of an appropriate Alternative Dispute Resolution (ADR) provider.

While we are not obliged to participate in ADR and may not agree to do so in every case, we will consider any request for independent dispute resolution in good faith.

5. What We Cannot Help With

We cannot investigate complaints relating to:

  • Competition outcomes determined by a verifiably random draw, where the competition has been conducted in accordance with our Terms & Conditions
  • Issues caused by third-party providers, including banks, payment providers, postal services or delivery companies
  • General feedback or suggestions (please email [email protected])

However, if you believe a competition or draw was not conducted in accordance with our Terms & Conditions, we will investigate fully.

6. Complaints About Data or Privacy

If your complaint relates to how we handle your personal data, you also have the right to complain to the Information Commissioner’s Office (ICO):

Website: https://ico.org.uk/make-a-complaint
Telephone: 0303 123 1113

7. Continuous Improvement

All complaints are logged, reviewed and analysed to help us improve our services and customer experience.

8. Contact Information

For non-complaint enquiries, please contact:
 Email: [email protected]

 Krazed Entertainment Ltd
 Trading as KRAZED
 Company Number: 16956100
 Registered office details are available on the Website.