Complaints Procedure
If something has gone wrong, we want to know about it and put it right. This page explains how to raise a complaint, what we will do with it, and what your options are if you are not satisfied with our response.
How to Make a Complaint
You can raise a complaint in either of two ways:
Fill in the form at the bottom of this page. You will be given a reference number straight away.
Email us directly at help@mixtcg.com. Please include your name, the order or raffle the complaint relates to (if any), and a clear description of what went wrong.
You do not need an account to make a complaint. Both routes reach the same team and are treated identically.
What We Do Next
We acknowledge every complaint within one working day. We aim to give you a substantive reply within 5 working days of receipt. If a complaint is more involved and needs longer to investigate, we will let you know within that window and give you a realistic date for a full response.
During the investigation we may contact you for additional information — please reply promptly to avoid delays. We keep a written record of every complaint and our response, in line with our Privacy Policy.
If You Are Not Satisfied
If you do not agree with our final response, please reply to it within 14 days and tell us why. A senior member of the team will review your complaint afresh and respond in writing.
If, after that, you still feel the matter has not been resolved, you have the right to seek independent help. You can contact your local Trading Standards office (find yours via citizensadvice.org.uk), or pursue the matter through the small-claims court. Nothing in our terms or in this procedure removes your statutory rights as a consumer.
Submit a Complaint
All fields are required. The information you provide here is used only to handle your complaint and is processed in line with our Privacy Policy.