WinningRoom will endeavour to make your experience with us an enjoyable one. However, if you feel dissatisfied with the quality of our product/s and you are not satisfied with the help from our customer service team you may raise a formal complaint via email at Second_Opinion@winningroom.com. Kindly note that we do not accept complaints via social media.
A formal complaint shall be deemed to have been submitted in a valid manner when it contains clear information regarding your identity. Kindly ensure to include the following information:
- Full name
- Date of birth
- Home address
- Registered email address
- Mobile number
We would also kindly ask you to include all the relevant information about your complaint and ask that you summarize your complaint in an email to ensure we have all relevant information to be able to assist you in a timely manner. If we find we have not received enough information to handle the complaint, we will return to you and request further information.
Once we have received your complaint, we will endeavour to acknowledge that we received the complaint within 24 hours.
Your complaint will be investigated internally, and we will do our utmost to reply to you no longer than eight weeks after receiving the complaint.
If you are not satisfied with the outcome of the complaint or if 8 weeks have passed without a solution to the complaint or following a deadlock letter and you are a UK resident, you may submit your dispute to an independent third party dispute resolution free of charge. WinningRoom is using the ADR eCOGRA to whom you may submit your dispute to.