Complaints Policy
We take all complaints seriously and are committed to resolving issues fairly and promptly.
Our Complaints Process
Step 1: Submit
Submit your complaint using the form below or email complaints@luckily.co.uk. Include as much detail as possible.
Step 2: Acknowledgement
We will acknowledge your complaint within 24 hours and assign a dedicated case handler.
Step 3: Investigation
Your case handler will investigate your complaint thoroughly, reviewing all relevant information and evidence.
Step 4: Resolution
We aim to resolve all complaints within 10 working days. You will receive a detailed response outlining our findings and any remedial action.
Response Timeframes
24hrs
Acknowledgement
5 days
Initial Response
10 days
Full Resolution
Submit a Complaint
Not Satisfied?
If you are not satisfied with our response, you may escalate your complaint to an independent third party. You can also contact us directly at complaints@luckily.co.uk or visit our Contact page for other ways to reach us.