Our Commitment

Pursuit of Blue aims to provide a fair, clear and transparent service.

If something goes wrong, or if you are unhappy with your experience, we want to hear from you so that we can review the issue properly.

What You Can Complain About

You can contact us about issues including:

  1. competition entries;
  2. payment problems;
  3. free postal entries;
  4. winner announcements;
  5. prize claims;
  6. delivery problems;
  7. account issues;
  8. website errors;
  9. customer service;
  10. suspected unfairness or mistakes in a draw.
  11. How to Make a Complaint

To make a complaint, please email:

contact@pursuitofblue.co.uk

Please include:

  • your full name;
  • your account email address;
  • your telephone number, if helpful;
  • the competition name;
  • your order number or entry number, if available;
  • a clear explanation of the complaint;
  • any screenshots, emails or evidence that may help us review the issue.
  • Complaint Review Timescale

We will aim to acknowledge your complaint within 5 working days.

We will aim to provide a full response within 10 working days.

If the issue is complex and we need more time, we will let you know and provide an update where reasonable.

How We Review Complaints

We may review:

  • account records;
  • order details;
  • entry lists;
  • payment records;
  • postal entry records;
  • draw results;
  • website logs;
  • correspondence;
  • any evidence provided by you.

We will try to handle complaints fairly and consistently.

Outcome

After reviewing your complaint, we may:

  1. explain our decision;
  2. correct an error;
  3. update your account;
  4. confirm an entry;
  5. issue a refund where appropriate;
  6. provide further information;
  7. take other reasonable action depending on the issue.

Submitting a complaint does not automatically change the result of a competition or guarantee a refund.

Abusive Complaints

We understand that complaints can be frustrating, but we will not tolerate abusive, threatening, discriminatory or aggressive behaviour towards our team.

If this happens, we may limit communication, suspend accounts or take further action where appropriate.