Trustpilot

Ooosch Ltd — Complaints Policy

1. Our commitment

At Ooosch Ltd, we aim to make every customer experience positive, fair, and transparent.

If you ever feel that our service, a competition, or a communication has not met your expectations, please let us know.

We take complaints seriously and view them as an opportunity to improve our processes and build trust with our community.

2. How to make a complaint

If you have a concern about:

  • a competition entry, prize draw, or result;
  • our communication or marketing;
  • a payment, transaction issue;
  • the conduct of Ooosch staff or representatives,

You can contact us through any of the following methods:

Please include:

  • Subject: Complaint
  • your full name and contact details;
  • details of the issue, including relevant dates;
  • how you would like us to resolve the problem.

3. Time limits

To help us resolve your issue efficiently, please raise any complaint within four (4) weeks of the event or communication you are concerned about. Complaints raised after that period may not be considered, except in exceptional circumstances.

4. Our process

We will:

  1. Acknowledge your complaint within five (5) business days.
  2. Investigate fairly and impartially, usually within four (4) weeks.
  3. Respond in writing, explaining our findings and any actions we will take.

If we cannot respond within the standard timeframe, we will update you and explain the reason for the delay.

5. If you remain dissatisfied

If you are not satisfied with the initial response, you may request a review.

Your request should explain why you believe our decision was incorrect or incomplete.

Please address review requests to:

[email protected] — attention: Head of Compliance.

A senior manager not involved in the original investigation will review your case and respond within four (4) weeks.

6. Learning and improvement

All complaints are logged and monitored.

We use complaint outcomes to improve our customer experience, communications, and competition processes.