Please provide your name, contact details, relevant account or transaction information, and a clear description of the matter to help us investigate it efficiently.

What happens after you submit a complaint

1. Your complaint will be recorded and referred to the relevant department for review and resolution.
2. We may contact you if further information or supporting documents are required.
3. We will investigate the matter and communicate the outcome through the contact details you have provided.
4. Complaints received through SECP and/or MUFAP will be handled in accordance with applicable regulatory requirements.

Note: SECP & MUFAP will entertain only those complaints which the Company has failed to redress to the customer’s satisfaction.

Escalation to MUFAP

In case your complaint has not been properly redressed by us, you may lodge your complaint with Mutual Funds Association of Pakistan (the “MUFAP”) by emailing at complaints@mufap.com.pk or visit MUFAP Digital Complaints Management System at https://complaint.mufap.com.pk/ or contact MUFAP through its prescribed channels. To Download MUFAP Complaint Handling procedure Click here: https://luckyinvestments.com.pk/downloads/mufap-complaint-handling-procedure/

Escalation to SECP

If you wish to lodge a complaint with the Securities and Exchange Commission of Pakistan (SECP), you may use the SECP’s Service Desk Management System at https://sdms.secp.gov.pk/ or contact SECP through its prescribed channels.

Continuous improvement and  confidentiality

We analyse recurring complaints to identify root causes and improve our processes and service delivery. Complaint records are maintained securely and retained in accordance with applicable legal, regulatory and internal record-retention requirements.

For assistance, please contact the Customer Services Department at 111-LUCKY1 (582-591), 0800-LUCK1 (58251) or customercare@luckyinvestments.com.pk.