How to complain
You can complain:
- online at orvetta.com/complaints;
- by email to help@orvetta.com;
- by post to [not set], [not set].
Please tell us what happened, when, and what you would like us to do. Include any order, entry or draw reference.
What happens next
- We give your complaint a reference number straight away when you complain online, or when we receive it by email or post.
- We acknowledge it within 3 working days.
- A member of our team who was not involved in the original issue looks into it.
- We send you a final response within 8 weeks. If we cannot, we write to explain why and when you will hear from us.
Complaints about a draw
We investigate using the draw's published records: the pool file, the manifest and the drand randomness. A recorded result is never changed. If we find that something went wrong, we publish a correction record and explain what we will do to put it right.
If you are not happy with our response
You can ask us to review our final response. A senior member of our team who has not handled your complaint will do this within 4 weeks.
You can also take legal advice, or contact Citizens Advice (citizensadvice.org.uk, 0800 144 8848) about your options.
Payment disputes
You can also contact your card provider about a payment. If you raise a chargeback, the entries for that payment are withdrawn if the draw's entry list has not been frozen.