Have you got a question about the website? Do you have problems listening online or buying items from our shops? All the info is here.
- Can I get some more information on the prize I've just won?
- I have received my prize and have a question about it.
- I have won a prize and have only received part of it.
- I have won a prize and not received it.
- I have won a prize and I want to know when I can collect it.
- I have won a cash prize and need to know what identification is required.
- I won tickets for a concert or show and I was told it's a guest list only - what do I have to do?
Sometimes you may miss some of the information due to all the excitement of winning on air or online. Please tell us your name, address and contact details and when and how you won your prize and we will send you as much information as possible. Prize details that include holidays or travel will be sent to you separately and it is important that you read these details carefully as changes may not be allowed afterwards. Some competitions may run for a period of a week or more and we may not contact you until the competition is complete and all winners are then notified together by a client company on our behalf.
Please check your prize and any information you receive and if you have a question regarding any aspect of it please contact us .
Some prizes may involve different items such as a CD/DVD, concert tickets and other items. It is possible that not all these will be available to send to you at the same time, especially where concert tickets are part of a prize. These will be sent out to you as and when we receive them.
All prizes should normally be delivered to you within 28 days of winning unless otherwise stated or in the event of a delay we will notify you of any changes. Some prizes are fulfilled by a third party and may be delivered by courier where appropriate. If you won over 28 days ago please email us and give as much information as possible. If you won tickets for a concert, film screening or other event taking place within a week of winning you may have to collect your tickets from Classic FM or the venue in person on the day of the event.
If we have informed you that your prize must be collected from Classic FM at 30 Leicester Square we will call you to inform you when the prize is ready for collection. This is usually within normal office hours unless otherwise agreed in advance with us. If you have not been informed that your prize is ready for collection, please do not call in speculatively as your prize may not be available.
We will require identification for all prizes in order to confirm that you are who the person who won. If the prize is valued at over £500 you will be required to collect it from Classic FM in Leicester Square where your identity documents will be verified. Normally this includes photo ID such as valid passport or driving licence and at least two current proof of address documents such as recent bank statement and or utility bills. You will normally be informed when you are contacted about your prize what documentation is required by us. All prizes under £500 are posted out by Royal Mail Special Delivery (this requires a signature on receipt) or by courier where appropriate.
Some shows and especially film screenings or premieres are 'guest list' only. This means that you will not receive a ticket for this event. We will forward your name and guest details if applicable to the promoter or venue and your name will be added to a guest list which will be checked on arrival. You should always have identification available if required to gain entry. Please make sure that you make a note of any details you are given regarding timings and venue to avoid disappointment due to late arrival or difficulties in locating the venue. Please remember only the person named on the guest list will be allowed entry. If you are not able to attend you must inform us in advance and we will not accept responsibility for any person who is refused entry for any reason.