Complaints Policy

1. INTRODUCTION

At VillaWin, we are committed to providing exceptional service and ensuring a positive experience for all our participants. We value feedback and recognise the importance of addressing any concerns promptly and fairly. This policy, issued by Via del Premio Limited (Gibraltar, company number 126740), the operator of VillaWin.co.uk, outlines our approach to handling complaints in line with best practices.

2. DEFINITION OF A COMPLAINT

A complaint is any expression of dissatisfaction, whether oral or written, about our services, actions, or lack thereof. If there is any uncertainty about whether a communication constitutes a complaint, we will treat it as a complaint, to ensure thorough consideration.

3. HOW TO MAKE A COMPLAINT

You can submit a complaint by email at support@villawin.co.uk, with the subject line “Official Complaint”.

To help us resolve your complaint quickly, please include your name, the email address linked to your account, the Competition or promotion concerned (if applicable), and a description of the issue and of the outcome you are seeking.

If you have a disability or any other circumstance that makes it difficult to use our written channel, you can request a telephone call-back at a time that suits you by contacting us using the details above.

4. HOW WE HANDLE COMPLAINTS

We will acknowledge your complaint within 2 (two) working days of receiving it. Upon receipt, we will commence an internal investigation, which may involve gathering relevant information, speaking with involved parties, and reviewing pertinent records.

We aim to provide a response to your complaint within 15 (fifteen) working days of acknowledging it. If more time is required, we will inform you, explaining the reasons for the delay and providing a timeline.

5. ESCALATION

If you are not satisfied with our response, you may request a review by a senior member of our team by emailing compliance@villawin.co.uk with the subject line “Complaint Review”. We will provide a final response within 15 (fifteen) working days of the escalation request. This stage is a review of a complaint already made and responded to under section 4 above; it is not available where no complaint has first been submitted through the channel described in section 3.

6. COMPLAINTS ABOUT YOUR PERSONAL DATA

If your complaint concerns the way we handle your personal data, it will be dealt with under the dedicated procedure described in our Privacy Policy (see the section “Complaints about our use of your data”): we will acknowledge it within 30 (thirty) calendar days, look into it without undue delay, and inform you of the outcome. You also have the right to complain to a data protection regulator – in the United Kingdom, the Information Commissioner’s Office (ICO); in Gibraltar, the Gibraltar Regulatory Authority (GRA) – although we would appreciate the opportunity to address your concerns first.

7. CONFIDENTIALITY

All complaints are handled with the utmost confidentiality, in accordance with our Privacy Policy and relevant data protection laws.