Member Account Disputes & Complaints
We aim to provide all members with a first class member experience and service at all times. We want our members to be entirely satisfied with the service they receive from us. If at any time you have cause for complaint you can contact our trained and experienced staff 24 hours a day, 365 days a year using any one of three simple ways; Live Chat, email or telephone.
We have a clear and transparent complaints policy which allows members who feel their complaint has not been resolved satisfactorily by our internal Member Support team, to further progress their complaint to the licensed operator of the website. We ensure that all complaints are dealt objectively, fairly and reasonably.
We always seek to resolve complaints internally, but there may be instances when we cannot reach an agreeable solution. At this point members have the right to further escalate their complaint to the next stage by making an official complaint to our regulating bodies (please refer to the website terms and conditions for further details).