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Complaints Procedure
What to do if you have a problem…
If a problem arises, our staff will make every effort to interact with you to resolve the matter. To expedite the process we would ask that you follow the steps set out below. A more detailed description of each step can be found below the matrix.
| Bookmakers Shops Bets and FOBT’s | Racecourse Bets | Call Centre Bets | Online Bets and Games (Excluding Casino) | Online Casino & Bingo | |
|---|---|---|---|---|---|
| Step 1 (where available) |
Resolve the matter with the shop or racecourse staff. They may escalate your complaint to their own manager if available. |
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| Step 2 |
Contact our Totesport Customer Service team. They can be contacted as follows:
|
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| Step 3 |
Put your complaint in writing to or Customer Services Director setting out your complaint: Customer Services Director, The Spectrum, 56-58 Benson Road, Birchwood, WA3 7PQ, UK. |
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| Step 4 |
Independent Betting Adjudication Service (IBAS). They can be contacted as follows:
|
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| Casino and bingo customers | Start at Step 2. At any stage after Step 3 customers with an on-line casino or bingo related complaint may make a
complaint to the Alderney Gambling Control Commission at: www.gamblingcontrol.org |
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Matters relating to betting and gaming transactions will be dealt with according to the rules of the bet or game and any other relevant terms and conditions.
Step 1 (betting shops and racecourse only - others start at step 2)
You should seek to resolve the matter with the shop or racecourse staff that served you. They will make every effort to understand your complaint and resolve the matter for you. If appropriate, they may need to seek guidance from their manager or other senior staff, but will try to minimise delay whilst they do so.
Step 2 (all betting and gaming)
You should contact the Totesport Customer Service team. They can be contacted as follows:
Telephone: 0800 666 160
E-mail: customercare@totesport.com
In writing: Customer Services Department, The Spectrum, 56-58 Benson Road, Birchwood, WA3 7PQ, UK.
The Customer Service team are there to help. They will endeavour to fully understand your complaint or dispute and to help resolve the matter with you promptly and efficiently. On some occasions they may require time to gather information about the matter in order to deal with the matter but they will keep you informed as they progress.
Step 3
If you remain dissatisfied with the outcome from the Customer Service team then you may refer the matter, in writing, to:
Customer Services Director, The Spectrum, 56-58 Benson Road, Birchwood, WA3 7PQ, UK.
The Customer Services Director will make every effort to take a fresh look at the matter and help you reach an outcome which is understood and, we hope, satisfactory.
Step 4
In the unlikely event that you remain dissatisfied after exhausting these steps, the matter may be referred to the Independent Betting Adjudication Service (IBAS). They can be contacted as follows:
Telephone: 0207 347 5883
E-mail: postmaster@ibas.co.uk
In writing: IBAS, P O Box 62639, London, EC3P 3AS
Website: http://www.ibas-uk.com
IBAS acts as an impartial adjudicator on transactional disputes that arise between betting/gambling operators and their customers. These include disputes that may arise relating to the use the gaming machines (Fixed Odds Betting Terminals) in Totesport shops. IBAS provide an effective dispute-resolution process ensuring that operator’s like ourselves abide by our terms and conditions of trading and to ensure we are dealing fairly with our customers. IBAS will also ensure that operators have complied with the standards set by the Gambling Commission.
Customers should note that IBAS will only adjudicate on disputes after you have exhausted steps 1 to 3 above (step 1 only if applicable) and where a deadlock still exists. The Tote treats IBAS rulings as binding upon itself unless the customer wishes to take the matter further (i.e. with legal proceedings or, for casino disputes only, reference to the AGCC).
Casino & bingo users
Customers using Totesport’s online casino or bingo service also have the additional option of referring a matter to the Alderney Gambling Control Commission. This can be done at any time after Step 3 (see above)and customers need not exhaust the fourth step highlighted above before doing so. The AGCC can be contacted as follows:
Telephone: 01481 823967
Website: See http://www.gamblingcontrol.org
In writing to:
Alderney Gambling Control Commission, St Anne's House, Queen Elizabeth II Street, St Anne's, Alderney, Channel Islands, GY9 3TB
