Complaints & Feedback

At Jambala, we’re committed to providing a fair, transparent, and enjoyable experience for everyone who enters our competitions and draws. However, we recognise that occasionally things may not go as expected. If you feel that our service has fallen short of your expectations, or you have any feedback that you would like us to consider, we want to hear from you so we can put things right.

If you wish to raise an issue regarding any aspect of the service you have received from Jambala, please contact our Complaints Officer using one of the methods below:

• Email: hello@jambala.co.uk

• Post:
  Almagrove Ltd
  6 The Marlands
  Southampton
  Hampshire
  SO14 7SJ

To help us investigate your concerns as efficiently as possible, please include your full name, contact details, and any relevant information relating to the issue, such as competition name, entry date, or order reference. 

Once your complaint has been received, our Complaints Officer will acknowledge it and aim to provide a response within five working days. If further investigation is required, we will keep you informed of progress and any expected timescales.

If we cannot resolve your complaint within eight weeks, or if you remain unsatisfied with our final response, you have several free, independent routes open to you:

• The Citizens Advice consumer service (citizensadvice.org.uk · 0808 223 1133) provides free, impartial advice and can refer matters to Trading Standards where appropriate.
• You may also be able to pursue the matter through the Money Claim Online service or your local County Court small claims process.

These public routes are open to you free of charge and do not require Jambala’s involvement. We will do our best to reach a resolution before any of this is necessary.

This complaints process is offered in line with our commitments under the DCMS Voluntary Code of Good Practice for Prize Draw Operators. It does not affect any other statutory rights you may have.

Your feedback is important to us and helps us improve the Jambala experience for all our customers.