How to raise a complaint

If you have any concerns about a prize draw, the Instant Win Scratch Card game, your account or our service, here is our step-by-step process to get it resolved.

Step 1: Get in touch

Email our compliance and support team at contact@tramwaypath.co.uk.

Please use the subject line 'Formal Complaint' so we can prioritise your message correctly. If your complaint relates specifically to the Instant Win Scratch Card game, please use 'Formal Complaint - Instant Win' instead.

Include your full name, the email address on your account, and a brief summary of what has happened. Order numbers and screenshots help us get to the bottom of it faster.

Step 2: Our review

We will acknowledge your complaint within 5 working days.

Our Operations team will then investigate and come back to you with a result within 15 working days of that acknowledgement. If we need more time, we will tell you and give you a revised timeline rather than leave you waiting.

Step 3: Escalation

If you are not satisfied with our response, reply to our email and tell us you would like to escalate it. Your complaint will then be reviewed at senior level and we will respond within 15 working days.

Fairness is our core value. If something is broken, we will fix it. Thank you for helping us keep the journey safe and honest for everyone.