1. Purpose

We aim to treat everyone fairly. This policy explains how you can raise a complaint and how we handle it. It sits alongside our Climate Draw Rules and our wider customer service standards.

2. What counts as a complaint

A complaint is any expression of dissatisfaction about our service, our prize draws or how we have handled an issue or your personal data.

If something has gone wrong, we want to hear about it so we can put it right.

Please note any subject access requests will be dealt with in line with our Privacy Policy.

3. How to contact us

The simplest way to make a complaint is by email: help@gladclimate.com

Please include your name, contact details and a short description of the problem.

If your complaint relates to a specific prize draw, please include your entry ID if you have one.

If you are unable to carry out your complaint via email, please let us know and we can agree an alternative method.

Please let us know if you need this policy in a different format or need assistance making a complaint. We can make reasonable adjustments to ensure you can access and use our complaints process.

4. What happens next

We follow a clear, steady process:

Step 1: Acknowledgement

We will acknowledge your complaint within 2 working days.

Working days are Monday to Friday, excluding bank holidays.

Step 2: Review and response

We aim to provide a full response within 30 days.

If we need more time, we will explain why and let you know when you can expect an update.

Step 3: Resolution

We will set out our findings in plain language.

If we agree something has gone wrong, we will explain what we are doing to fix it and how we will prevent it happening again.

5. If you are not satisfied

If you are not happy with our final response, you can ask us to escalate your complaint to independent Alternative Dispute Resolution (ADR).

We will use a recognised UK mediation provider for this.

Using ADR is voluntary for you and does not affect your right to go to court.

6. Keeping things fair

We handle every complaint with care and respect.

We expect the same in return.

We may stop communication if someone becomes abusive, threatening or acts in a way that makes it unsafe or unreasonable to continue.

7. Records

We keep a clear record of all complaints, how we investigated them and the outcomes.

These records help us spot patterns, improve our service and meet our regulatory duties.

8. Contact details

For any questions about this policy, email: help@gladclimate.com

9. Privacy Policy

We will handle your personal data in line with our Privacy Policy.