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Complaints and Disputes

Complaints and Disputes

Receipt and Recording of Complaints

We really try our best to make sure you have a smooth and positive experience at Football Index, but we recognise that sometimes things to go wrong. 

For that reason, we've put together a simple process to help you get the right person as quickly as possible, when you need our help. 

It's really important that you follow this process because it may cause delays in us being able to sort out your problem if you don't. 

Stage One: 

Contact us via our Customer Support team 

Once you have made contact with one of our Support Agents we will try try to resolve your issue immediately, but if you are still dissatisfied with the outcome of your complaint just let us know and we will escalate the case to the Customer Support Manager (or a Team Leader in their absence) and give you a reference number. 

If you still aren't happy with the response to your complaint from our Customer Support Manager or Team Leader we will escalate this to our complaints team. 

Stage Two: 

The Complaints team will review the details of your case as provided by you in Stage One of the process. If we need further information, we will contact you via your preferred method of contact.  

Once we make a final decision, we will notify you in writing. 

Stage Three: 

If you are still dissatisfied, you may refer your dispute to our Alternative Dispute Resolution (ADR) Independent Betting Adjudication Service (IBAS).

Please make sure you have fully exhausted our internal complaints procedure before contacting IBAS as they will not review your complaint until our internal process is completed. 

Contact information for IBAS can be found here https://www.ibas-uk.com/

IBAS is a gambling-specialist Alternative Dispute Resolution (ADR) Service, adjudicating on disputes between licensed gambling operators and their customers since 1998.  

Complaints Handling 

Subject to delays arising from circumstances beyond our reasonable control or beyond the reasonable control of the staff member handling the Complaints, they shall be fully investigated, decided upon and a recommendation made within 8 weeks. 

If you are unable or unwilling to provide information or evidence requested, reasonable endeavours shall nevertheless be used to resolve your Complaint. If, however, it is not possible to uphold the Complaint in the absence of the requested information or evidence, the Complaint may be closed, and we will inform you of the outcome. 

Your Complaint shall be examined and evaluated, taking full account of all relevant statements, information, evidence and circumstances. Full objectivity and fairness shall be maintained at all times. 

 

Confidentiality and Data Protection  

All Complaints, Appeals, evidence and other information gathered, held and processed in BetIndex shall be treated with the utmost confidence at all times. Your personal information collected by us shall only be collected, used and held by following our Data Protection Policy.   

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