COMPLAINTS
How to Make a Complaint
We take every concern seriously. Here’s how to raise a complaint and what happens next.
CONTACT US FIRST
How to Complain
If you’re unhappy with any aspect of our service, please get in touch so we can put it right. Email us at info@dreamtoreality.co.uk with ‘Complaint’ in the subject line. Please include:
- Your name and the email address on your account
- The competition or order the complaint relates to
- A clear description of the issue and what you’d like us to do
OUR PROCESS
What Happens Next
We aim to:
- Acknowledge your complaint within 5 working days of receiving it
- Investigate fully and respond within 8 weeks
We’ll keep you updated throughout and do our best to resolve things fairly and quickly.
UNRESOLVED COMPLAINTS
Alternative Dispute Resolution (ADR)
Dream To Reality Ltd does not currently subscribe to an Alternative Dispute Resolution (ADR) scheme. If you have followed our internal complaints process above and remain dissatisfied with the outcome, you may seek further guidance from:
- Citizens Advice (citizensadvice.org.uk) — free, impartial consumer advice and a route to refer complaints to Trading Standards.
- Trading Standards — local Trading Standards services investigate consumer complaints and unfair trading.
You can also pursue your statutory rights through the small claims court if appropriate.
DATA & PRIVACY
Data-Related Complaints
If your complaint concerns how we handle your personal data and you’re not satisfied with our response, you have the right to contact the Information Commissioner’s Office (ICO):
- Website: ico.org.uk
- Our ICO registration number: 00014074743
Dream To Reality Ltd · Registered in England and Wales · Company Number 17203555