Last updated: 17 August 2026  •  Effective from: 17 August 2026

We would rather hear about a problem than have you leave unhappy. This Complaints Policy explains how to complain to GAMEDRP LTD, what we will do, how long each stage takes, and what you can do if we cannot put things right.

1. What this policy covers

Use this policy if you are dissatisfied with any of the following:

• a code that was not delivered, was invalid, or was not as described;
• a refund that was refused, delayed or paid at the wrong amount;
• the standard of service you received from our support team;
• the accuracy of product information, pricing or promotional claims;
• how we have handled your personal data;
• the accessibility or usability of our website;
• anything else about the way we do business.

If your issue is simply a faulty or missing code, the fastest route is usually our Refund Policy — most cases are resolved within a day without needing a formal complaint.

2. What to include

The more of this you can give us, the faster we can resolve it:

• your name and the email address on the account;
• your order number, if the complaint concerns a purchase;
• what happened, and when;
• any earlier ticket or case reference you have from us;
• screenshots or error messages, where relevant;
• what outcome you want — a replacement, a refund, an explanation, or a change to how we do something.

3. Our process

Stage 1 — Acknowledgement

We acknowledge every complaint within 2 business days and give you a case reference. If we can resolve it immediately, we will, and the acknowledgement will be the resolution.

Stage 2 — Investigation and response

A member of the support team who was not involved in the original decision reviews the case. We look at your order record, our correspondence with you, and where necessary we contact the key supplier or publisher.

We send you a full written response within 14 calendar days of acknowledging the complaint. It sets out what we found, what we have decided, and what we will do. If the case is complex — for example it depends on a publisher’s investigation — we will tell you before day 14, explain why, and give a revised date that will not be more than 28 calendar days from your original complaint.

Stage 3 — Escalation

If you are not satisfied with the Stage 2 response, reply within 28 days and ask for it to be escalated, saying why you disagree. A company director or a senior manager who has had no involvement in the case will review it independently and respond within 14 calendar days. That response is our final position, and we will label it clearly as our final response.

Total timescale

We aim to close every complaint within 8 weeks of first receiving it. In practice the large majority are resolved at Stage 1 or Stage 2.

4. Independent options if we cannot agree

Once you have our final response, or if 8 weeks have passed without one, you may take the matter further through any of the routes below.

• Alternative dispute resolution (ADR). We are willing to submit an unresolved consumer dispute to a certified ADR provider. If you ask, we will tell you which provider we propose and how to apply.
• EU consumers. You may use the European Commission’s Online Dispute Resolution platform to find an approved dispute resolution body in your country.
• UK consumers. Citizens Advice can give free, impartial guidance on your rights and on referring a trader to Trading Standards.
• Data protection complaints. If your complaint is about personal data, you may complain to the Information Commissioner’s Office (ico.org.uk, helpline 0303 123 1113), or to the data protection authority in your EEA country of residence. Details are in our Privacy Policy.
• Payment disputes. You retain any right you have to raise the matter with your card issuer or payment provider. We ask that you contact us first — a direct refund is almost always faster.
• Courts. Nothing in this policy limits your right to bring legal proceedings.

5. Our commitments to you

• We treat every complaint seriously, in confidence, and without prejudice to how we serve you afterwards.
• We will never close a complaint without telling you the outcome and the reason for it.
• We will not ask you to withdraw a review or a public comment as a condition of resolving a complaint.
• We record every complaint and review the record quarterly, so that recurring problems get fixed at the source rather than case by case.
• We will tell you plainly when we have got something wrong.

6. Unreasonable or abusive conduct

Very occasionally a complainant behaves in a way that makes it impossible to help them — for example by sending abusive or threatening messages, by making repeated identical complaints after a final response, or by knowingly providing false information. In those cases we may restrict contact to a single named channel, or decline to correspond further. We will always explain in writing if we do this, and it will never affect your statutory rights or your right to use the independent options in section 4.

7. Records and data protection

We keep complaint records for 3 years from the date the case is closed, so that we can evidence how it was handled and identify recurring issues. Complaint records are processed in accordance with our Privacy Policy.

8. Contact

• Complaints: support@gameodrop.com (subject line “Complaint”)
• Refunds and billing: billing@gameodrop.com
• GAMEDRP LTD, 14/2e Docklands Business Centre, 10-16 Tiller Road, London, E14 8PX, United Kingdom
• Registered in England and Wales, Company No. 17400820