Complaints procedure

1. What you can complain about

Anything about The Player Code: a story or review you think is wrong or unfair, a sponsored quest or prize promotion, the website or app not working for you, how a report or request was handled, or how we've treated you. For a factual mistake in a story, our corrections process is usually quickest.

2. How to complain

• Email: hello@theplayercode.com, with "Complaint" in the subject.
• About your personal data: privacy@theplayercode.com.
• By post: The Player Code Ltd, Union House, 111 New Union Street, Coventry, CV1 2NT.

Please tell us what happened, when, the page or screen involved (a link or screenshot helps), and what you'd like us to do. If you're under 18, you're welcome to ask a parent, guardian or someone you trust to help or to complain for you.

3. What happens next

1. We acknowledge it within five working days.
2. We look into it properly. Alan Gardner, our founder and director, is responsible for every complaint.
3. We give you a full answer within 30 days, saying what we found and what we'll do. If we need longer, we'll tell you why and when to expect it.
4. If we got it wrong, we'll put it right: a correction, a change to how we work, restoring XP or a code, or an apology.

We keep a record of each complaint and what we did for 12 months, so we can learn from it.

4. If you're still not happy

You can go to:

• Adverts, sponsored content and prize promotions: the Advertising Standards Authority, at asa.org.uk.
• Your personal data: the UK's data protection regulator, the Information Commission (formerly the ICO), at ico.org.uk/make-a-complaint. See our privacy policy.
• Online safety: Ofcom, the online safety regulator, at ofcom.org.uk.
• Patreon memberships and payments: Patreon, under its own terms.
• Your consumer rights: Citizens Advice can help, at citizensadvice.org.uk.

We're not a member of a press regulator such as IPSO or IMPRESS, so complaints about our journalism come to us.