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Complaints and Disputes

Complaints and Disputes

Any queries relating to a Bet must be raised no later than 14 days after the Bet has been settled. We cannot guarantee that we will be able to respond to your query if it is not raised within this time. Any queries over a Bet claim should first be e-mailed to us via support@footballindex.co.uk.

Upon initial receipt of a complaint our customer service staff will attempt to resolve your issue within 72 hours, if this is not possible your complaint will be escalated to our customer service manager. You will be
informed about your complaints current consideration status. We will attempt to resolve the matter with you in a mutually satisfactory manner within 28 days.

However, if you are still dissatisfied, you may refer your dispute to our Alternative Dispute Resolution (ADR) IBAS or refer the matter via the European Commission's Online Dispute Resolution (ODR) Platform.

What is IBAS?

Independent Betting Adjudication Service (IBAS) is a third party organisation that settles disputes that arise between betting/gambling operators and their customers after they have been through the operator's own internal dispute procedures and if a deadlock exists.

Click here to visit their website.

What is ODR?

The ODR platform is a European initiative with the aim to aid the resolution of disputes between consumers and businesses. The platform will allow consumers to file complaints and will then work with both parties to facilitate a resolution via an alternative dispute resolution service.

Click here to visit their website.

How does ODR work?

If you have a complaint or dispute, please email complaints@footballindex.co.uk to raise your complaint directly with us first, if not satisfied with the outcome then you can proceed by either approaching IBAS directly or through the ODR platform. The European ODR platform will manage disputes through file submission, sharing and communication between IBAS and the consumer.

What is the procedure for using ODR?

Once you have advised the ODR platform of your dispute (please enter our email address as complaints@footballindex.co.uk they will contact us to ask us to select our ADR (Alternative Dispute Resolution) provider. ODR will forward the case to IBAS (Independent Betting Adjudication Service) which is our industry ADR provider. IBAS will communicate with Bet Index and you the customer within 30 days and IBAS will inform both parties of a result within 90 days.

Alternatively you may contact IBAS directly once you have raised your issue with our customer service team, then contacted our second opinion team and still remain unhappy with your complaint resolution. Please however ensure that you have fully exhausted our complaints procedure before contacting IBAS or ODR.

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