What happens when you win a competition

Winning should be the simple part. In practice there are a few steps between the number coming up and the prize being yours, and knowing them in advance makes it easier to spot when something is wrong, whether that is a scam pretending to be the operator or a genuine operator that is slow to deliver.

How winners are contacted

Most UK operators announce the winning ticket number during a live draw, then contact the winner directly using the details on the account that bought the ticket. Expect one or more of these:

• The live draw itself. Some operators phone the winner during the stream, so the call may come within minutes of the number being picked.
• A phone call or email to the number and address on your account, usually the same evening or the next day.
• A message in your account on the operator's site, or an updated entry list showing your ticket as the winner.

Keep the contact details on your account up to date. Many terms give the winner a set time to respond, and some allow the operator to redraw if they cannot reach you. If you think you have won but have heard nothing, check the operator's winners page, then contact them through the details on their own website.

How to spot a fake win message

Prize draws attract scammers because winners expect to be contacted. A few rules cover nearly every case:

• Never pay a fee to release a prize. A genuine operator does not charge a "delivery fee", "processing fee" or "tax" before handing over a prize you have won.
• Never give card details to "verify" a win. An operator may ask for bank details so it can pay a cash prize into your account, but it has no reason to ask for your card number, its security code or a one-time passcode.
• Watch for impersonation on social media. Fake accounts copy an operator's name and logo, then comment on or message people who engaged with a draw, telling them they have won and sending a link. Check the account against the one linked from the operator's own website, and if in doubt do not click.
• Make the contact yourself. If a message seems plausible but you are not sure, ignore its links and phone numbers and get in touch through the operator's site.

If you did not enter the draw, you did not win it.

ID and age checks

Entrants almost always have to be 18 or over and live in the UK, and most operators check before releasing a prize, particularly a large one. You may be asked for photo ID and proof of address, and the name on them needs to match the name on the account that bought the winning ticket. An entry made in someone else's name, or by someone under 18, can be voided under the terms. The operator should tell you how it stores the documents and how long it keeps them; its privacy policy is the place to check.

Delivery, collection and cars

The terms should say how long delivery takes and who pays for it. Free delivery to a UK mainland address is common, but some terms charge extra or exclude certain areas, so check yours if you live on an island or in Northern Ireland. Large or high-value prizes are often collected, or delivered by appointment.

A car needs a little more of you before you can drive it away:

• Insurance in your name, in place from the moment you take the car. Arrange it before the handover.
• Vehicle tax. Tax does not pass from one keeper to the next, so you will need to tax the car in your name before you drive it.
• Registration. The car should be registered to you as keeper with the DVLA. Check the logbook (V5C) details are right at handover, or that the operator or dealer has started the change of keeper.
• A driving licence. Some operators ask to see one before handing over a car.

Taking the cash alternative

If the draw offered a cash alternative and you would rather have the money, tell the operator in writing, ideally before anything is shipped. The terms often set a deadline for choosing. Payment is usually by bank transfer once your identity checks are done; the terms should say how long it takes. Our guide to prize or cash alternative explains how to compare the two, and for most people neither is taxed when you win it; the tax guide covers the exceptions and what happens afterwards.

Publicity clauses

Many operators ask winners for a photo or a short video, and to publish their first name and town or county. It helps other entrants see that draws are real. Some terms make it a condition of winning and some only ask. If you would rather not appear, read the terms before you enter and ask the operator what they will publish if you win; your personal data is still covered by data protection law whatever the terms say about publicity.

If the prize does not arrive

Delays happen, and most are sorted out with a chase. If yours is not, work through these steps in order, keeping copies of everything.

1. Write to the operator. Email is fine. Give your name, the competition, the draw date and your winning ticket number, say what has not arrived, and set a reasonable deadline, such as 14 days, for them to deliver or explain.
2. Use their complaints process. The terms may set out how to complain and how long the operator has to reply. Follow it, so nobody can say you skipped it.
3. Talk to your card provider. If you paid for your tickets by card, ask your bank whether a chargeback might apply. If you paid by credit card, you can also ask about Section 75 of the Consumer Credit Act, though it generally only covers a single purchase costing more than £100, which a ticket rarely does. Neither is certain to help with a prize that has not been delivered, and time limits apply, so ask early.
4. Get advice. The Citizens Advice consumer service can advise you and can pass the details to Trading Standards.
5. Check the Voluntary Code. If the operator has signed the government's Voluntary Code of Good Practice for Prize Draw Operators, it has committed to delivering prizes within stated timescales and to handling complaints. Point that out when you write to them.
6. Small claims as a last resort. A court claim, through the small claims process in England and Wales or the equivalent in Scotland and Northern Ireland, costs a fee and takes time, but it is open to you.

Please also tell us. We list operators, we do not run their draws, so we cannot deliver a prize for you, but a report of an undelivered prize helps us decide whether an operator's listing needs a closer look. An operator we have concerns about can stay listed with a warning, and you can read how we judge operators on how we rate operators.

Keeping your own record

With a free account, My Entries lets you record each entry, attach a receipt for the purchase, record a win and its value, and later note whether the prize actually arrived. If you ever need to chase an operator, the ticket number, the date and the proof of payment are already in one place.