Dispute Resolution

1. Internal Complaints Process
If you wish to make a complaint, please contact us by email at: hello@collectorschance.com

Please include:
– your full name;
– the Competition name;
– your entry or ticket number;
– a clear description of the issue; and
– any relevant supporting information.

2. Acknowledgement and Response
We will acknowledge receipt of your complaint within 2 working days.

We aim to provide a written response within 10 working days.
If the complaint is complex, we will keep you informed and provide a final response within 28 days, where reasonably possible.

3. Escalation
If you are not satisfied with our response, you may request that your complaint be escalated for review by a senior manager or director.

Escalated complaints will be reviewed and responded to within 10 working days, where reasonably possible.

4. Alternative Dispute Resolution (ADR)
If we are unable to resolve your complaint internally, we will provide you with details of an appropriate certified Alternative Dispute Resolution (ADR) provider, including their name and website address, and inform you whether we are willing to engage in ADR to resolve the dispute.
Nothing in this section affects your statutory rights.

5. Governing Law and Jurisdiction
These Terms and any disputes arising from them are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer protection laws in your country of residence require otherwise.

6. No Refunds on Entries
Competition entry fees are non-refundable once an entry has been successfully processed and confirmed.
Refunds will only be issued where required by law or where a Competition is cancelled and refunds are expressly stated.