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Complain about IBAS

Appeals

As well as a fair, thorough and knowledgeable adjudication service, we hope to offer a satisfactory service to 💪 all users, both consumers and operators.

If you believe that an IBAS adjudication is factually incorrect or has failed to take 💪 into account key information which has the potential to alter the Adjudication Panel’s decision, please click here for details of 💪 our appeals procedure.

Complaints About Our Service

The Independent Betting Adjudication Service (IBAS) aims to provide informed and impartial adjudications on disputes 💪 that arise between licensed gambling operators and their customers. Our primary aim is to provide a high quality dispute resolution 💪 service which meets the needs of our users but we set out to behave professionally, with respect and integrity throughout 💪 the process. Similarly we expect those who use the service to treat our employees politely and respectfully too.

We believe we 💪 meet our own expectations most of the time. However, if from your experience you feel that we have not got 💪 it right, please let us know.

We have a system in place, through which you can let us know if for 💪 any reason you are not satisfied with your experience of the organisation.

Complaints: Stage One

If you are unhappy about any IBAS 💪 service that relates to communications you have received from an IBAS employee, please make the relevant employee aware to given 💪 them the opportunity to clarify any misunderstanding or better explain why a particular position was reached.

Often the relevant employee will 💪 be able to give you a response straight away.

However when the matter is more complicated they will give you at 💪 least an initial response within 5 working days.

Complaints: Stage Two

If you are not satisfied with the response received or wish 💪 to raise the matter more formally, please send an e-mail under the subject heading: “Complaint About IBAS” to complaints@ibas-uk.co.uk where 💪 it will be accessed by the IBAS Head of Adjudication.

If it is considered that you have grounds for complaint it 💪 will be logged as an official Complaint and you will receive a written acknowledgement within 5 working days.

At this stage 💪 the aim will be to investigate your complaint properly and provide you with a reply within 20 working days, setting 💪 out how the problem will be dealt with. If this is not possible, an interim response will be made informing 💪 you of the action taken to date or which is being considered.

We hope at this stage you will be satisfied 💪 that your complaint has been given due consideration, even if you remain in disagreement with our approach or decision.

Complaints: Stage 💪 Three

If after this stage you believe that your complaint has not been properly addressed and the subject of the complaint 💪 justifies the attention of the IBAS directors, you can submit a Stage Three complaint in writing to the Managing Director.

If 💪 the Managing Director considers the complaint to be justified and improperly addressed at an earlier stage in the complaints process, 💪 they will report the matter to the next meeting of the IBAS Board of Directors, which will decide on any 💪 further steps necessary to resolve the situation.

Therefore if you have completed stages one and two of the complaints process and 💪 feel the circumstances of your complaint fall into this category, please address your complaint to:

IBAS

PO Box 62639

London

EC3P 3AS

Please note that 💪 IBAS is a free to use Alternative Dispute Resolution service and on that basis it is not our policy to 💪 offer financial compensation where our service standards fall short of what is expected.

We may offer a formal apology if we 💪 have let you down and where appropriate we will explain what steps we plan to take to ensure the service 💪 issue that has affected you should not affect anyone else similarly in future.

Beyond – or in addition to our complaints 💪 process – you can consider complaining about our performance to the Gambling Commission, our nominated Competent Authority in accordance with 💪 the requirements of British Alternative Dispute Resolution (ADR) regulations.

Details of how to complain to the Gambling Commission can be accessed 💪 here.

If you wish to register your business with IBAS, please apply for registration by clicking here.

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