1. Introduction

At Rev Comps, we are committed to providing exceptional service and ensuring a positive experience for all our participants. We value feedback and recognize the importance of addressing any concerns promptly and fairly. This policy outlines our approach to handling complaints in line with best practices.

2. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether oral or written, about our services, actions, or lack thereof. If there is any uncertainty about whether a communication constitutes a complaint, we will treat it as such to ensure thorough consideration.

3. How to make a Complaint

You can submit complaints by email at hello@revcomps.com.

To help us resolve your complaint quickly, please include your name, the email address linked to your account, the competition concerned (if applicable), and a description of the issue and the outcome you are seeking.

If you have a disability or any other circumstance that makes it difficult to use our written channel, you can request a telephone call-back at a time that suits you by contacting us using the details above.

4. How we handle Complaints

Upon receipt of a complaint, we will commence an internal investigation that may involve gathering relevant information, speaking with involved parties, and reviewing pertinent records.

We aim to provide a response to your complaint within 15 working days of acknowledging the complaint. If more time is required, we will inform the complainant, explaining the reasons for the delay and providing a timeline.

5. Escalation

If you are not satisfied with our response, you may request a review by a senior member of our team by emailing casereview@revcomps.com  with the subject "Complaint Review". We will provide a final response within 15 working days of the escalation request. This stage is a review of a complaint already made and responded to under section 4; it is not available where no complaint has first been submitted through the channels in section 3.

6. Confidentiality

All complaints are handled with the utmost confidentiality, in accordance with our Privacy Policy and relevant data protection laws.