Click on one of the questions below to see the answer.
If you still need help, please feel free to contact us.
- Q. Can I have a cash alternative instead of my allocated award?
- A. Unless otherwise stated on the promotion or the claim line, cash alternatives are not available.
- Q. Do the big awards really exist?
- A. Yes they do. If a prize is advertised, it’s definitely out there to be claimed. The prizes and awards are all allocated within each themed promotion as stated on the promotional material. We print winning combinations for the number of prizes and awards listed. This means that there are many letters with a prize of £25. Remember there’s also one letter for the Top Prize of £20,000! Keep your eyes peeled!
- Q. Has anyone actually won a major prize?
- A. Yes they have. Major prizes are awarded frequently, from televisions, kitchens, laptop computer, money and many more.
For more information visit our winners’ section. - Q. How can I obtain my claim code or verification code?
- A. There are 3 ways to obtain a claim or verification code:
• by calling the claim line (it starts '0906'), or
• by sending a text to 84228 (the text word is provided, e.g. MORE), or
• by writing to us at the address shown enclosing a stamped self addressed envelope.
You cannot obtain your code by email. - Q. I cannot use a holiday voucher. Can I pass it on?
- A. In most cases vouchers are transferable. If they are not transferable it will state this on the voucher itself. If you have received a transferable holiday certificate please feel free to pass it to a friend or family member. Please note that the certificates have no retail value and cannot be exchanged for cash or goods.
We cannot answer questions directly related to holidays or upgrade holidays, but if you do have any questions or problems in relation to them or the appointed travel agent our Customer Services team will contact them on your behalf. - Q. I can’t get through to the claim line.
- A. It could be that the phone you are using has call barring, which prevents you from calling any premium rate number. Many mobile and business telephones have automatic call barring. It can be lifted from a mobile phone by contacting your network operator, but be aware that premium rate calls may be more expensive as the tariff is set by the network, not by the service provider.
If you have call barring on your home telephone you may wish to contact your network operator and ask for it to be removed. Call barring will be in place either because the bill payer has requested the service or because the telephone company has automatically installed call barring on the line. This is often the case with smaller cable companies but they will remove it on request.
Please note that only the person who pays the bill can lift call barring. There is no charge for removing this service.
Of course you may enter by post or by text without making a telephone call. - Q. I don’t remember entering any of your competitions. How have you obtained my name?
- A. If we refer to a previous entry you will have entered one of our previous promotions or one of the promotions run by our affiliated companies by filling in an entry coupon or by completing a survey.
- Q. I don’t wish to receive any further mailings from you. How can I have my address details removed?
- A. Either write to us at Dept. MPS, Green Heys, Walford Road, Ross-on-Wye, Herefordshire, HR9 5DB or send an email by using the button at the top of the page marked 'MPS'. Telephone requests will not be accepted. We will remove your name on the same day we receive the request. Please note because of processing time you may receive one further mailing from us after your request.
- Q. I sent in a claim form but I didn’t receive anything.
- A. There are a number of possible reasons for this:
• Your entry may have been mislaid in the postal system and never received by us.
• You may not have enclosed two loose first class stamps or a stamped self addressed envelope with your entry as required, so we were unable to process your claim since it was not a valid entry.
• You have not entered your claim code or verification code or you have entered an invalid code on the claim form. In either case we would be unable to process your claim, since it is not a valid entry.
• You have not allowed for the 28-day processing period between posting either your claim/verification code request or submission of your claim.
• Your award or prize may have been mislaid in the postal system and has not reached you.
If you haven't received your claim/verification code or your prize or award after 28 days please contact Customer Services by email, phone or post. You will need to give them your name, address, details of the promotion you played and of the award or prize you claimed. - Q. The operator says that the claim line does not exist.
- A. The telephone lines used on our promotions are in use only for the duration of the promotion. As a result, network operators occasionally inform callers that the number does not exist.
If you have problems getting through to the claim line please contact our Customer Services team who will be able to advise you further. The telephone number is 01989 769797. - Q. When I called the claim line, the person on the telephone line wouldn’t stop talking long enough for me to speak.
- A. The claim line is a recorded message, not a live one to one service. All relevant prize, award and claim information is covered in the recorded message.
- Q. Why has it cost me more than stated on the card to call the claim line from a public telephone?
- A. The cost information printed on all mailings applies only to domestic telephones based on the call being made from a BT landline. Unfortunately public telephones, both coin and card operated, are usually set at a higher tariff than domestic telephones. We have no control over these tariffs and the call cost information on our promotions advises that call costs may vary.
