Although we hope that you never have cause to complain, we would ask that any complaints are raised as soon as possible, so that we can address any concerns you have.
We pride ourselves on dealing with complaints in a fair and appropriate manner. Our aim is to show you that we have understood your complaint, taken it seriously and to explain any steps we can take to address the issue.
We will endeavour to provide a response to you within 10 working days of receiving your complaint at each stage of our complaints process.
Stage 1: Raising your complaint
We will always seek to resolve complaints when you first contact us. You can discuss your complaint with our Customer Service Team, through a Chat Moderator or the staff at your local club. They will all do their best to help you and try to resolve your complaint at first contact. Your complaint may be escalated to stage 2 if you are unhappy with the response given at this stage.
Stage 2: Escalating your complaint internally
If you are unhappy with our initial response, your complaint will be escalated to either the relevant Club General Manager or to our Complaints Team. At this stage we will discuss with you whether we can resolve your issue.
Stage 3: Escalating your complaint externally
If you are not satisfied with our response at stage 2, we will ask that you let us know why you remain unhappy and outline any outstanding concerns that you have. In addition, we’ll ask at this point that you let us know what you would consider to be a satisfactory resolution to your concerns.
We will then make an assessment on whether, or not, an appropriate response has been provided at stage 2 and a decision will be made on each point of your complaint. You will then be given our final response.
Following this response, you may then choose to escalate matters further with our dispute resolution body.
For complaints regarding our services, this is the Independent Betting Adjudication Service (IBAS) who will then contact us to obtain the relevant information.
You can contact IBAS by e-mail, post or telephone using the details provided on the IBAS website https://www.ibas-uk.com/contact-ibas/
IBAS will want to see that you have used the 3-stage process where possible. However, if your complaint has not been responded to in full within eight weeks from the point of notifying us, you may choose to contact IBAS before the 3 stage process has completed.
For any referral to IBAS, decision made will be final.