Lucky Comps Ltd is committed to providing a fair and transparent process for resolving complaints. If you have any concerns or complaints regarding our competitions or services, please follow the steps outlined below:
In the first instance, please contact our customer service team with details of your complaint:
– Email: [email protected]
– Address:
Please include the following information in your complaint:
– Your full name
– Contact details (email address and phone number)
– Details of the competition or issue you are raising a complaint about
– Any relevant documentation or evidence
We aim to acknowledge your complaint within 2 working days of receipt and provide a resolution within 20 working days.
Once your complaint has been acknowledged, it will be investigated thoroughly by our team. During this stage:
– We may request further information or documentation if needed to assess your complaint fully.
– We will ensure the investigation is carried out by a member of our team not directly involved in the matter raised.
Upon completing our investigation, we will contact you with:
– A clear explanation of our findings.
– Details of any actions we will take to resolve your complaint.
If you are satisfied with the resolution, your complaint will be considered closed.
If you are not satisfied with the resolution provided, you may request that your complaint is escalated to senior management for review. Please indicate why you remain dissatisfied and what outcome you are seeking.
– Management will review the matter and provide a final decision within 15 working days of escalation.
Step 5: Independent Review
As Lucky Comps operates outside the jurisdiction of the Gambling Commission, our competitions are governed by skill-based competition regulations. Should you still remain dissatisfied, you may seek independent advice or assistance.
If you require further guidance or advice, you may contact Citizens Advice:
– Website: https://www.citizensadvice.org.uk
– Phone: 0800 144 8848
