Complaints Policy

1. How to complain

Email contact@enrychliving.co.uk. Include your account email, draw name, entry/ticket/payment reference if available, the date, what happened and what outcome you are asking for.

2. What we can review

Depending on the complaint, we may review account records, payment events, Stripe references, ticket bank records, entry ledgers, free-entry claims, draw snapshots, instant reveal records, winner reports, audit logs and support messages.

3. Response stages

We aim to acknowledge complaints within a reasonable time, investigate the relevant records, ask for more information where needed, and provide an outcome or next step.

Complex complaints involving payment providers, prize partners, fraud checks or legal review may take longer.

4. Draw disputes

For draw-related complaints, we may preserve relevant records and review the draw report/snapshot before responding. If a material error affected fairness, we may apply a fair correction, void an affected result and conduct a documented replacement selection, refund, credit, substitute or use another appropriate remedy depending on the issue.

5. Data protection complaints

If your complaint is about personal data, we will handle it under our Privacy Policy and applicable data protection rules. You may also complain to the Information Commissioner’s Office.

6. Abuse of complaints process

We may restrict abusive, threatening, knowingly false, repeated or bad-faith complaints while still handling genuine issues fairly.