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Complaints

We want every draw to be fair and every customer happy. If something's gone wrong, tell us and we'll put it right.

Draft for solicitor review before launch.

In short
  • Email us with what happened.
  • We reply within 2 working days and aim to resolve it within 14 days.
  • You can ask for a director to review our answer.

How to complain

Email [email protected] with your name, the email on your account, the competition and what happened. Screenshots help.

How long it takes

  1. We'll acknowledge it within 2 working days.
  2. We aim to give you a full answer within 14 days.
  3. If you're not happy with our answer, ask for it to be reviewed by a director. We'll reply within a further 14 days.

If you're still unhappy

You can contact the Advertising Standards Authority (asa.org.uk) about how a competition was advertised or run, or Citizens Advice for consumer advice. You can also go to court; this process doesn't affect your legal rights.

Questions about this?Email [email protected] and a real person at Tools 2U Direct will reply, usually within 2 working days.

Last updated 1 November 2026. Tools 2U Direct SW Ltd, company no. 12774657.