CUSTOMER COMPLAINT & DISPUTE HANDLING PROCEDURE

Transcription

1 & DISPUTE

2 1 of 5 PURPOSE The purpose of this Customer Complaint & Dispute Handling Procedure is to inform our customers of how they can contact us in relation to any complaint and/or dispute they may have about the services we provide. The procedure outlines how we will address their complaint and/or dispute and what options are available to the customer should they not be satisfied with the outcome of their interaction with us. DEFINITIONS A complaint means a complaint about any aspect of BetBright s conduct of the licensed activities, and a dispute is any complaint which: a. Relates to the outcome of the complainant s gambling transaction; and b. is not resolved at the first stage of the licensee s complaints procedure THE PROCEDURE AIMS TO PROVIDE INFORMATION ON THE FOLLOWING 1. How to contact BetBright 2. How to make a complaint 3. How we will handle your complaint 4. When a complaint becomes a dispute 5. How to seek an independent review of your complaint

3 2 of 5 HOW TO CONTACT BETBRIGHT Opening Hours: BetBright s Customer Service Team is available from 8am - Midnight, 7 days a week. COMMUNICATIONS CHANNELS: You can contact our Customer Service Team by either: 1. Calling a Customer Service Agent on: a. UK: b. Rest of the World: ing: support@betbright.com 3. Using our Live Chat facility on 4. Sending a letter to: C/O Customer Service Team Dedsert Ireland Ltd (BetBright) Heather House Heather Road Sandyford Industrial Estate Dublin 18 Republic of Ireland

4 3 of 5 RESPONSE TIME COMMITMENT BetBright s Customer Service Team will respond to your complaint as quickly as possible and not later than within two days of your initial complaint. At this point the Complaint & Dispute Handling Procedure commences for the customer. INFORMATION RELATING TO PROGRESS OF A COMPLAINT AND/OR DISPUTE BetBright shall keep the customer informed at regular intervals of the progress of the complaint and/or dispute giving an estimation of the time needed to investigate and resolve the complaint and/or dispute. STATUTORY RIGHTS Please note that the customer s statutory rights are not affected by this Complaint & Dispute Handling Procedure.

5 4 of 5 COMPLAINT STAGES Stage Complaint Handling Procedure Target Response Time 1 Our aim is to provide you with the best possible service and to that end our Customer Service Team will initially try and resolve the matter on first contact. First Contact Resolution - 48 hours If the matter is not resolved the complaint will be escalated to our Quality Assurance Team for review who in turn will provide you with a second opinion. Depending on the complexity of the complaint and if there is need to involve other departments / third parties, our response time may take longer. 2 The matter at this point becomes a dispute with the Customer Service Management taking over to seek an amicable resolution. 48 Hours The matter will be fully scrutinised and a final determination will be made. 3 If you are still not satisfied, and having exhausted all internal escalation avenues, you can contact an ADR (Alternative Dispute Resolution) service as outlined in our terms and conditions and below. Dependent on ADR The matter will then be taken up directly with the ADR service and we will adhere to any alternate adjudication made.

6 5 of 5 HOW TO SEEK INDEPENDENT ADJUDICATION ON YOUR DISPUTE BetBright is registered with IBAS for independent adjudication services. Once your dispute has exhausted BetBright s Complaint Handling Procedure, all BetBright customers have the opportunity to seek an adjudication by IBAS. You can submit a case for review by IBAS at or you can call IBAS on +44 (0) to request a case submission form.