How to complain to the ASA

20 Responses

  1. Andrew says:

    Good morning, after scouring the internet to find something relevant to my situation, I saw this article and wondered if you could advise me.
    I won a competition and the promoter of said competition is now refusing to supply my prize, stating that he is no longer responsible for the competition and that, due to the current climate, can no longer afford to award said prize(a value of ~£20).
    This goes into areas of video games and virtual companies and could be quite difficult to explain in detail, though I would be willing to try!
    More than anything, it is the principal of the thing. We know each other and he refuses to accept any responsibility in the matter.
    Feel free to use my email if a full description is required. Please advise.

    • Di says:

      Hi Andrew, you could tell him you’re considering reporting him to the ASA and it would be easier for him if he awarded you the prize rather than him having to handle an official ASA complaint!

  2. Hi Won a competition on Facebook in December spa vouchers £250 and I still haven’t received them yet spoke to them numerous times saying they had sent them and then they said willlook in to this ignoring my messages I’m fed up now what can i do ?

  3. S Customer says:

    Dancers Hill House competition changed the closing date. I requested a refund and the seller/promoter promptly engaged in stalling tactics. Although the entry receipt gave my address, they refused to send a refund cheque and instead asked for my bank details which I obviously refused to give.
    Even if the promoter has agreed a change in closing dates because the terms changed the entrant is entitled to get their money back. I will be instructing my credit card company to get my money back.
    Any one remotely thinking of entering this competition should think again.

    • Di says:

      These ‘win a house’ competitions are a nightmare! So many of them seem to extend the closing date to try and sell more tickets – I can’t understand how they get away with it! I only enter the ones where they offer a free postal route. I do hope the trend will disappear soon though – I think only one or two houses have actually been won this way, it’s usually a small cash alternative that’s given away.

  4. TheCount says:

    Hi Di! New comper here, and loving your blog! Thanks for all the info. I have a question about promoters who award prizes to contestants that have not followed the T&Cs, eg. must use #AOWin to enter, but the winning comment did not have the hashtag included. There are more T&Cs that say their decision is final and they will not go into any correspondence about their decision. But, this just seems unfair to have a specific requirement and then not bother following it. Just having a mildly peeved rant. Thanks again! (@AO instagram/facebook competition from august 2019)

    • Di says:

      Sorry – I didn’t spot this comment back in August! If a big company does this and you complain politely (either yourself, or via the ASA), quite often they will award another prize to a winner who entered correctly – but also honour the original prize too.

  5. Neesha Wright says:

    Hello I won a competition on Instagram in November for a holiday to Portugal and they are fobbing me off and the PR company in the UK, who are arranging the prize, keep telling me that they can’t get in touch with the hotel and there’s nothing they can do? What can I do!

  6. Laura C says:

    Any advice? I won £200 of vouchers from Instagram which have been submitted to me as 2 x £100 vouchers. Apparently, I can oy use one voucher at a time, and for each one, there’s a minimum spend of £24.99. There’s no terms and conditions and the competition did not state that there was a minimum spend. This means I’m going to have to spend almost £50 of my own money to redeem my vouchers. Do I just suck it up and appreciate £250 worth of goods for £50? Although technically, I don’t have this sort of money to spend and wouldn’t have entered if I’d have known. Thanks in advance for any advice!

  7. Claire Noke says:

    Hi Di, any advice would be appreciated…. I received an email from Utilita saying id won a pair of Rayban Aviator sunglasses and could I send an email with my details for my prize to be sent out within 5 days. I did this straight away. They have now sent me an email saying its an error. I haven’t won. I’m furious! and upset. Can I push this further? Should I be awarded my prize? the email was addressed to me – Thanks Claire x

    • I saw your Facebook post earlier Claire and see they’re sending you a small gift as an apology. I’m presuming this was an error where the same ‘winning’ email was sent to all entrants, or was it just to you? This happens quite often and in many cases a ‘computer error’ or a staff error is blamed and the promoter can usually get away with it, and maybe send out an apologetic discount code to everyone. It’s very disappointing for you though.

  8. Sally Rowland says:

    Thanks for this Di, I have just made my first ASA complaint and this was very handy.

  9. @kazzakoo says:

    Thanks for the post. I had a prize that I won in December for tickets to an event in February. I never got the tickets or anything else so I followed your instructions. I made a complaint and the ASA emailed to say that the company advertising the competition and prize had broken the code and they had advised the company of this. I called and queried what was happening about the prize and they said they don’t do that and my best bet was to contact the company again. I did and had a reply back saying that they have removed the advert from December from Facebook and that legally, they don’t need to do anything else. Is this true? Is there any other way of getting the company to send me an equivalent prize to the one I won and have never received?

  10. Emma Groves says:

    Fantastic post, I have just made a complaint about a comp not being run fairly and rules not being clear after advising the company they had not followed the asa guidelines they stopped replying so, I have reported it. I think they thought I was bluffing but they dont know me very well 🙂

  11. Neill Johnstone says:

    Thanks for this! Just posted my first complaint about a promoter. Wasn’t going to bother as it looked like they had gone out of business (all online activity had ceased and the website went ofline) but they’re back up and running this week – and still not replying to me!

  12. Louise says:

    Great info, I had a problem, but only had certain screenshots to rely on, not the url’s or anything. I feel like a vigilante but I think everybody should put the heat on promoters, we all know who offenders are on twitter every week for example. It would be nice for everyone to start on a level playing field.

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