TixWinBrix Complaints policy
At TixWinBrix, we are committed to providing exciting LEGO prize competitions in a fair, transparent, and enjoyable environment. We value our community and strive to handle any issues or concerns promptly and fairly.
If something goes wrong or you are unhappy with our service, this policy outlines how you can raise a complaint and how we will deal with it.
Our Commitment
We aim to:
Make it easy to raise a complaint.
Treat your complaint seriously and confidentially.
Investigate thoroughly and fairly.
Respond in a timely manner and resolve issues where possible.
Learn from feedback to improve our competitions and customer service.
How to Raise a Complaint
If you have an issue regarding a competition, your account, ticket entries, or general service, please contact our support team as soon as possible.
Email: hello@tixwinbrix.co.uk
To help us investigate your query efficiently, please include:
1. Your full name and the username/email linked to your TixWinBrix account.
2. The specific competition name or order number (if applicable).
3. A clear, detailed description of your issue or concern.
4. Any relevant screenshots, emails, or supporting evidence.
Our Complaints Procedure
Step 1: Acknowledgment
We will acknowledge receipt of your complaint via email within 2 business days of receiving it.
Step 2: Investigation
Our team will thoroughly review the details of your case, checking account logs, competition records, and transaction histories where necessary.
We aim to provide a full response or resolution within 5 to 7 business days. If a complex investigation requires more time, we will contact you to keep you updated on our progress.
Step 3: Resolution & Response
Once the investigation is complete, we will email you our final decision, explaining the outcome and any corrective actions we are taking.
Alternative Dispute Resolution / Escalation
We aim to resolve all complaints internally. However, if you feel your complaint has not been resolved satisfactorily through our internal process, you may reach out to relevant consumer advice organizations or regulatory bodies in the UK for guidance.
Last updated: August 2026
