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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 

  • Email: support@footballindex.co.uk 
  • Twitter: @FootballIndexCS
  • Telephone: 0800 066 2650 
  • Live Chat: Located on the company's website 

Once you have made contact with one of our Support Agents, we issue you with a reference number and then try to resolve the complaint. 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. 

If you still aren't happy with the response to your complaint from our Customer Support Manager, you can escalate this to our dedicated complaints department but please remember, until you have gone through Stage One of the process and have received a response from our Customer Support Manager, our complaints department will be unable to help you. 

Stage Two: 

Contact us via our dedicated Complaints handling team

Email: complaints@footballindex.co.uk 

Upon receipt of any complaint, the complaints department 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. 

The investigation shall begin within one business day of receipt. The acknowledgement shall inform you of your Complaint's Reference, by whom the Complaint is to be handled. 

Once we make the final decision, we will notify you of our findings in writing. 

Stage Three: 

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

As with escalation to Stage Two it's important that you make sure you have fully exhausted our internal complaints procedure before contacting IBAS or ODR. Failure to do so will result in delays in getting your complaint reviewed by them. 

Independent Betting Adjudication Service (IBAS) 

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. 

Online dispute resolution

https://ec.europa.eu/

 

Complaints Handling 

Subject to delays arising from circumstances beyond BetIndex's 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 fourteen (14) Business Days. 

If additional information or evidence in support of the Complaint is required, you shall be contacted using your preferred method of communication, stating clearly what information or evidence is required. Any delay in your response to such a request may delay the resolution of your Complaint.

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 BetIndex shall only be collected, used and held by following BetIndex's Data Protection Policy.   

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