Prizepot › Claiming your prize: what should happen
Claiming your prize: what should happen
If you win a competition, the promoter has duties under the CAP Code. Here is what you can expect and what to do if something goes wrong.
What the rules say you should get
Based on the ASA's guidance on prize promotions and draws:
- The prize as described. If it cannot be supplied, the promoter should offer a reasonable equivalent of roughly equal value.
- No charge to claim. Winners must not be charged to claim the prize (rule 8.21.1).
- Proper attempts to contact you. Promoters must make adequate attempts to reach winners. The ASA says a single public announcement is unlikely to be enough.
- Fair treatment. A prize can be withheld only if the entry criteria were not met, and the promoter must be able to show evidence.
- Proof a valid award took place. Promoters must publish or make available information showing a valid award, such as the surname and county of major winners. They should tell entrants in advance.
Step by step if you win
- Check the message is real. Did you enter? Does it come from the promoter's official account or address? See spotting scam competitions.
- Read the terms. They should say how and when winners will be notified, and the deadline for claiming.
- Reply by the deadline. Use the contact method in the terms.
- Be careful with personal details. A genuine promoter may need a delivery address. It should not need your bank PIN, passwords or card number to send you a prize.
- Do not pay. If you are asked for money to release the prize, stop. Action Fraud says: "Never reveal your bank details or pay fees in advance to release your prize."
- Keep records. Save the entry confirmation, terms, winning message, and anything you send or receive.
If you are asked for photos or publicity
Terms may ask winners to take part in publicity. Read what you are agreeing to. Publishing your surname and county may be part of the proof of a valid award, which the ASA says promoters should tell entrants about in advance.
If the prize is late or different
- Write to the promoter, quote the terms and set a reasonable deadline.
- Keep copies of all messages.
- If the promoter does not respond, you can report a misleading promotion to the ASA; see CAP Code rules.
- If you paid for entries and think you were misled, you can also consider Citizens Advice or your card provider. Check their sites for the right route.
Choosing between a prize and a cash alternative
Some terms offer a cash alternative. Read how it is described and what conditions apply, such as a deadline for choosing. The CAP Code expects prizes to be awarded as described, so any substitution should be clearly allowed in the terms and offer roughly equal value.
Tax and large prizes
For big prizes, think about whether any tax or insurance issues arise. See tax on prizes, and speak to an adviser. Holiday and experience prizes may have conditions such as dates and blackout periods, so read them.
If it was a scam
If you have already paid or shared bank details, tell your bank straight away and report it to Action Fraud on 0300 123 2040 or via its website.
Frequently asked questions
Can a promoter swap my prize for something else?
Only if the prize cannot be supplied, and then it should offer a reasonable equivalent of roughly equal value.
How should I be told that I have won?
The terms should explain how and when winners will be notified. The ASA says promoters must make adequate attempts to contact winners.
Should I pay anything to receive my prize?
No. Winners must not be charged to claim a prize.