Complaints
We want every player to have a great experience with Land Pirate Conversions. If something hasn’t gone the way it should, we want to hear about it. This page explains how to raise a complaint, what we’ll do with it, and what to do if you’re not happy with the outcome.
How to raise a complaint
The easiest way to get in touch is to fill in the form at the bottom of this page. We’ll log your complaint straight away and get back to you within the timeframes set out below.
If you’d rather email us, you can write to jackandelise@landpirateconversions.co.ukĀ instead. Please include as much of the information listed in the next section as you can, so we can look into things quickly.
What to include
To help us resolve your complaint as quickly as possible, please give us:
- Your full name
- The email address linked to your account
- The competition or order reference, if your complaint relates to a specific draw or purchase
- The date the issue happened
- A clear description of what went wrong
- Anything else you think is relevant, such as screenshots or emails
The more detail you can share, the quicker we can get to the bottom of it.
Who handles your complaint
Complaints are handled by our Customer Care team. Every complaint is logged, reviewed, and assigned to someone who will see it through to resolution. You’ll have a single point of contact throughout, so you’re not passed from person to person.
How long it takes
We aim to:
- Acknowledge your complaint within 5 working daysĀ of receiving it. You’ll get an email confirming we’ve got it and letting you know who’s looking into it.
- Give you a full response within 20 working days.Ā If your complaint is particularly complex and we need longer, we’ll let you know before that deadline and explain why.
Working days are Monday to Friday, excluding UK bank holidays.
If you’re not satisfied with our response
If we haven’t been able to resolve your complaint to your satisfaction, you can refer it to an independent Alternative Dispute Resolution (ADR) provider. They’ll review the case impartially and help reach a resolution.
You’re free to contact an ADR provider directly once you’ve been through our internal process and received our final response. There’s normally no cost to you for using the ADR service.
Our commitment to good practice
Land Pirate Conversions follows the Voluntary Code of Good Practice for Prize Draw Operators, published by the Department for Culture, Media and Sport (DCMS). The code sets clear standards for how we look after players, run our draws transparently, and handle complaints fairly.
You can read the full code onĀ gov.uk:Ā https://www.gov.uk/government/publications/voluntary-code-of-good-practice-for-prize-draw-operators/voluntary-code-of-good-practice-for-prize-draw-operators
Submit a complaint
Fill in the form below and we’ll get back to you within 5 working days.
