Complaints Procedure
Our aim is to ensure that all customers always have a great
experience when using our services. However, we recognise that
there are some occasions where we may not have been able to meet
your expectations. In these circumstances, we encourage you to
contact us as soon as possible so we may resolve your concern
quickly and fairly.
Should you wish to raise a complaint, you can do so by
contacting our customer service team by calling [number tbc] or
by emailing us at:
[email protected] or by writing to us at
New House Farm, Clay Lane, Hasslington, Cheshire, United
Kingdom, CW1 5SQ.
In order to resolve your complaint as quickly as possible, we
ask that you provide us with as much information as possible,
including:
- Your name
- Your username (email address)
- The full details of your complaint
Our aim is to respond to your complaint as soon as reasonably
practicable. We aim to respond to your complaint within 21 days
and we will seek to resolve the complaint within three months
from the date the complaint is received. However, depending on
the complexity, there may be some instances were the
investigation may take longer to resolve. We will either send
you a letter or an email within three months of your complaint
either responding or updating you on the matter as to why we are
not in a position to do so and when we expect to be in that
position.
If your concern is not or cannot be resolved by our customer
services team, either you or they can escalate the complaint by
referring the matter to the Customer Services Manager by
emailing:
[email protected].
We aim to keep you informed throughout the process.
The Customer Service Manager's response is the final stage of
the internal complaints procedure. In the case of a complaint
which relates to the outcome of a gambling transaction, you will
be notified that if you are dissatisfied with the decision made,
you have the right to refer the dispute, free of charge, to an
Alternate Dispute Resolution (ADR) entity, whose details are:
-
Name: Independent Betting Adjudication Service Ltd. (IBAS)
-
Postal address: Independent Betting Adjudication Service PO
Box 62639 EC3P 3AS;
- Email address: [email protected]
- Website: http://www.ibas-uk.com
-
Procedure for handling complaints:
http://www.ibas-uk.com/how-ibas-works/terms-of-use
The IBAS will deal with all complaints that are of a nature and
subject matter for which is has competence in accordance with
the terms and conditions on the IBAS site: http://ibas-
uk.com/terms-of-usage
Details of all disputes referred to the ADR entity and details
of the outcome will be provided by us to the Gambling
Commission, as required by the Licence Conditions and Code of
Practice attached to Flutter Media Limited's Operating Licence.
We will keep records of all complaints and disputes in
accordance with the requirements of the Gambling Commission from
time to time. We may provide this information to the Gambling
Commission on request.
This policy will be reviewed by Framble on a periodic basis and
will be updated and/or revised as necessary to ensure that it
remains effective and takes into account any guidance published
by the Gambling Commission.
