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Complaints Procedure

We view complaints as valuable opportunities to learn, improve, and put things right. We are committed to treating all complaints seriously and fairly, whether raised by an individual or an organisation.

OUR PRINCIPLES

We are committed to ensuring that all complaints are:
  • Listened to carefully and investigated thoroughly
  • Handled consistently across all areas of our business
  • Acknowledged promptly and accurately recorded
  • Resolved fairly, appropriately, and in a timely manner
  • Used as an opportunity to learn and improve our services

HOW TO MAKE A COMPLAINT

If you wish to make a complaint, you can contact us using one of the following methods:
Email: info@luxeify.co.uk (Please include “Official Complaint” in the subject line)
Post: LUXEIFY LTD PO BOX XXXX

To help us investigate efficiently, please include as much detail as possible about your concern.

WHAT HAPPENS NEXT

  • We will acknowledge your complaint promptly once it has been received.
  • Your complaint will be investigated thoroughly.
  • You will receive a written response within 28 days of Luxeify acknowledging your complaint.

IF YOU’RE NOT SATISFIED

If you are not satisfied with our response, please contact us as soon as possible. Your complaint will be escalated to a senior member of staff, who will review the case and provide a final decision.

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