Complaints & Concerns
We take every concern seriously. If something hasn't gone the way you expected, here's how to tell us — and what happens next.
Ruby Competitions is a limited company, operated in line with the DCMS Voluntary Code of Practice for Competitions. All complaints are handled personally by the owner, who will investigate your concern thoroughly and respond to you directly.
Step 1 Get in Touch
Email
Please include 'complaint' in your subject lineOnline Form
Use our contact form and mark your message as a complaint.
By Post
Ruby Competitions
38 Ashfield Court
Donaghadee
BT21 0BF
Step 2 What to Include
- Your full name and contact details
- Your order or ticket reference number
- The competition name or reference
- A clear description of what happened
- The outcome you are hoping for
- Any supporting evidence (screenshots, emails, receipts)
Step 3 What Happens Next
- 1
We acknowledge your complaint
You'll receive a confirmation that we've received your complaint and it has been logged.
Within 2 working days - 2
We investigate
The complaint is reviewed personally by the business owner. We'll look at all relevant records, your evidence, and our competition terms and conditions.
- 3
We respond in writing
You'll receive a full written response setting out our findings. Each complaint is considered on its own merits and we will communicate our decision clearly.
Within 10 working days
Timescales at a Glance
Still Not Satisfied?
If you've received our final response and remain unhappy, you may refer your complaint to Resolver as our nominated Alternative Dispute Resolution (ADR) route. Resolver is a free, independent online issue-resolution service that can help you raise and manage your complaint.
Ready to raise a concern?
We're here to help. Get in touch and we'll deal with your complaint personally.
Email Us Now