Complaints Procedure
At The Pools, we aim to provide a great experience for all our players. If you're unhappy with any aspect of our service, we'd like the opportunity to put things right.
This article explains how to make a complaint, what happens next, and the options available if you're not satisfied with our response.
How to Make a Complaint
You can submit a complaint through any of the following channels:
š§ Email
š¬ Live Chat
š Telephone
āļø Post
If you contact us through social media, we'll direct you to one of the channels above so we can investigate your complaint properly.
We encourage you to contact us as soon as possible, but complaints can be raised for up to 6 months from the date of the incident.
What Happens First?
In many cases, our Player Support Team can resolve concerns immediately when you first get in touch.
If we're unable to resolve the issue straight away, or if your concern requires further investigation, it will be escalated and handled as a formal complaint.
Our Complaint Process
Acknowledgement
Once we receive your formal complaint, we'll acknowledge it within 24 hours.
Investigation
A manager will review your complaint, taking into account:
The details you've provided
Any supporting evidence
Relevant account information and records
If we need additional information from you, we'll contact you during the investigation.
Our Final Response
We'll resolve your complaint within 8 weeks, but aim to do so much quicker than this.
This response will explain:
The outcome of our investigation
Any actions we have taken
The reasons for our decision
If We Need More Information
Sometimes we may need further details before we can complete our investigation.
If this happens:
We'll contact you and explain what information is needed.
The complaint may be temporarily paused while we wait for your response. This will stop the clock on the complaint timeframes at this point.
We'll let you know if this happens and explain why.
Once we receive the information requested, we'll resume our investigation. If we don't hear from you despite reasonable attempts to contact you, we may close the complaint due to lack of engagement. Where appropriate, a complaint may be reopened if the requested information is provided within one year of the original issue occurring.
Complaints Timescales
All complaints are managed within the maximum regulatory timeframe of 8 weeks from the date we received the complaint, however we aim to resolve and conclude this much sooner, and we will do our best to resolve this within a couple of weeks.
If You're Not Happy With Our Final Decision
If you've received our final response and remain dissatisfied, or if 8 weeks have passed and your complaint remains unresolved, you may be able to refer your dispute to our independent Alternative Dispute Resolution (ADR) provider:
Independent Betting Adjudication Service (IBAS)
IBAS is an independent organisation that reviews disputes between betting operators and customers.
You can contact IBAS using the details below:
Independent Betting Adjudication Service (IBAS)
PO Box 62639
London EC3P 3AS
Telephone: 020 7347 5883
āEmail: [email protected]
āWebsite: https://ibas-uk.com/how-to-raise-a-dispute/
IBAS can generally consider disputes when:
8 weeks have passed since the complaint was raised and you remain dissatisfied
A deadlock has been reached
Our internal complaints process has been completed
Disputes IBAS Does Not Currently Consider
IBAS does not currently review complaints relating to:
Customer service standards
Website or gambling facility quality
Allegations of cheating, fixing, or unfair game operation
Responsible gambling matters
Under-18 gambling complaints
Bets that were refused or never processed
You may also submit a complaint through the European Commission's Online Dispute Resolution (ODR) platform, which can refer cases to an appropriate ADR provider where applicable.
We're Here to Help
We take all complaints seriously and use customer feedback to improve our products and services. If you have a concern, please contact us and we'll do our best to resolve it as quickly and fairly as possible.