Complaints Procedure

The Toyota Good For Cricket Prize Draw (the "GFC Prize Draw") is promoted by Toyota (GB) Plc (we/us/our) with administrative support provided by our prize draw administrator, Gatherwell Limited ("Gatherwell"). Depending on the nature of your query or concern, your complaint may be handled by Toyota, Gatherwell, or both organisations working together.

Your feedback is important to us

We always aim to provide the highest possible standards of service. If at any time you feel that we have not met your expectations, we want to hear from you. Please find details of our complaints procedure below.

How to contact us

You can contact us via the following methods:

• By email: [email protected]
• By post: Toyota Good for Cricket Prize Draw, PO Box 653, Galgate, Lancaster, LA2 0XB
• By telephone: 03300 254 256

What to include in your complaint

To help us resolve your concern as quickly as possible, please provide:

• Your full name
• Your email address and/or account username
• Details of the issue and when it occurred
• Any supporting information (e.g. screenshots, confirmation emails)

Responding to your complaint

We aim to respond to all written complaints within 5 working days of receipt.

If you have contacted us by telephone, we will do our best to resolve your complaint during the call. However, if this is not possible, we may ask you to put the details of your complaint in writing so that we can review it fully.

If you need to escalate your complaint

If you feel that your complaint has not been resolved to your satisfaction, you may request that it be escalated to a senior manager within Toyota or Gatherwell (depending on the nature of your complaint).

• We aim to respond to escalated complaints within 10 working days of your request.
• You will receive a clear explanation of our final decision.

Once our Complaints Procedure has been completed, no further internal escalation is available.

This does not affect any statutory rights you may have.

Accessibility and Support

If you require help to make a complaint, for example due to a disability, language difficulty or other additional needs, please let us know. We will make reasonable adjustments to ensure you can fully access our complaints process.