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The purpose of this Complaint Handling Procedure is to inform our customers of how they can contact us in relation to any complaint they may have about the services we provide. The procedure outlines how we will address their complaint and what options are available to the customer should they not be satisfied with the outcome of their interaction with us in relation to their complaint and the options available to them at all points in the procedure.
THE PROCEDURE AIMS TO PROVIDE INFORMATION ON THE FOLLOWING:
1. How to contact FansBet
2. How to make a complaint
3. How we will handle your complaint
4. How to seek and independent review of your complaint
CUSTOMER COMPLAINT - HANDLING PROCEDURE
HOW TO CONTACT FansBet
FansBet’s Customer Service Team is available from 8am – 1am, 7 days a week.
You can contact our Customer Service Team by either:
1. E-mailing: firstname.lastname@example.org
2. Using our ‘Chat Live’ facility on www.fansbet.com
RESPONSE TIME COMMITMENT
FansBet’s Customer Service Team will respond to your complaint as quickly as possible and not later than within two business days of your complaint. At this point the Complaint Handling Procedure commences for the customer.
INFORMATION RELATING TO PROGRESS OF A COMPLAINT
FansBet shall keep the customer informed at regular intervals of the progress of the complaint giving an estimation of the time needed to investigate and resolve the complaint.
FansBet is registered with IBAS (Independent Betting Adjudication Service) for independent adjudication where a customer’s complaint cannot be resolved to the satisfaction of all parties by FansBet’s Customer Service Team. http://ibas-uk.com/
Please note that the customer’s statutory rights are not affected by this Complaint Handling Procedure.
|Stage||Customer Action||FansBet Action||Target Response Time|
|1||Customers sends email to FansBet support||FansBet acknowledge email and estimate response time to settle this complaint.||Within 2 business days|
|2||Our CS will make an investigation into the complaint and on the basis of the complaint, it might require further input from other departments||Within 2 business days|
|3||Customer Disputes||Any Dispute is escalated to the Customer Service Manager for Review; Customer Service Manager reviews the customer’s original complaint. After, Customer Service Manager may contact the customer for further information in relation to the original complaint; Customer Service Manager makes a determination on the basis of all information provided||Within 3 business days|
|4||Intervention of CS Manager||Customer Service Manager escalates the dispute to the Chief Operations Officer (COO) for review; COO reviews all documentation and correspondence relating to the original complaint and subsequent determinations; COO makes a final determination;||Within 3 working days|
|5||Customer disputes the COO determination||Customer Service Manager informs the customer as to how to lodge a case for review with IBAS (Independent Betting Adjudication Service). FansBet will review its determinations on the basis of the outcome of any IBAS adjudication||Within 2 business days|
HOW TO SEEK INDEPENDENT ADJUDICATION ON YOUR DISPUTE
FansBet is registered with IBAS for independent adjudication services.
Once your dispute has exhausted FansBet’s Complaint Handling Procedure, all FansBet customers have the opportunity to seek an adjudication by IBAS.
You can submit a case for review by IBAS at www.ibas-uk.com or you can call IBAS on +44 (0) 207 347 5883 to request a case submission form.