Something gone wrong? Tell us. We will acknowledge it within 2 working days and aim to wrap most complaints up inside a week.

• 2 working days to acknowledge
• 5 working days to resolve most complaints
• 10 working days for a full response

How to raise it

• Email: [email protected]
• Online: our contact page
• Post: A1 Competitions Limited, Maryculter Organic Farm, Maryculter, Aberdeen, AB12 5GT

Helpful information to include: your name and contact details, what went wrong (with dates and order numbers if relevant), and the outcome you are hoping for.

What happens next

We will acknowledge your complaint within two working days and give you a reference number along with the name of the person handling it. A Customer Service Manager, or a senior member of the team, will then take a proper look: checking records, speaking with staff, and reviewing whatever evidence applies. You will get a written or verbal response setting out what we found, what we are doing about it, and any goodwill or compensation where it is warranted. We aim to have that full response with you within ten working days; if we need longer, we will tell you why and keep you posted.

If you are still not happy

You can ask for an internal review by a senior manager or company director. We will acknowledge within two working days and respond in full within ten. If you remain dissatisfied after that, Citizens Advice and Trading Standards can advise you on your options, and you may be able to refer a dispute to an independent dispute resolution service.

All complaints are handled in strict confidence. Your details are only used to investigate and resolve your complaint. We use what we learn from complaints to improve A1 Competitions, reviewing processes, training and policies where it helps.