Complaints Policy

At Lucky Pup Prizes, we’re committed to providing a fair, enjoyable, and high-quality experience for all our players. However, we understand that sometimes things don’t go as expected. When that happens, we take complaints seriously and aim to resolve them quickly, fairly, and transparently.

How to Make a Complaint
If you have a complaint, please contact us as soon as possible by emailing [email protected]. To help us resolve your issue efficiently, please include:

• Your full name
• Details of the draw or transaction in question
• A clear description of your complaint
• Any supporting information or evidence

What Happens Next

• We will acknowledge receipt of your complaint within 48 hours.
• We aim to investigate and provide a full response within 5 working days.
• If the matter is more complex and requires additional time, we will keep you updated on progress and expected timelines.

Our Approach
We will review your complaint carefully, fairly, and impartially. Our goal is always to reach a resolution that is reasonable and in line with our terms and conditions.

Escalation to ADR
If you are not satisfied with our final response, you have the right to escalate your complaint to an independent Alternative Dispute Resolution (ADR) provider. ADR offers an impartial review of disputes and aims to reach a fair outcome without the need for legal action.

We will provide details of the relevant ADR provider upon request or as part of our final response.

Continuous Improvement
All complaints are logged and reviewed to help us improve our services and ensure we continue to provide the best possible experience.

We value your feedback and appreciate the opportunity to put things right.