Complain about IBAS
Appeals
As well as a fair, thorough and knowledgeable adjudication service, we hope to offer a satisfactory service to6️⃣ all users, both consumers and operators.
If you believe that an IBAS adjudication is factually incorrect or has failed to take6️⃣ into account key information which has the potential to alter the Adjudication Panel’s decision, please click here for details of6️⃣ our appeals procedure.
Complaints About Our Service
The Independent Betting Adjudication Service (IBAS) aims to provide informed and impartial adjudications on disputes6️⃣ that arise between licensed gambling operators and their customers. Our primary aim is to provide a high quality dispute resolution6️⃣ service which meets the needs of our users but we set out to behave professionally, with respect and integrity throughout6️⃣ the process. Similarly we expect those who use the service to treat our employees politely and respectfully too.
We believe we6️⃣ meet our own expectations most of the time. However, if from your experience you feel that we have not got6️⃣ it right, please let us know.
We have a system in place, through which you can let us know if for6️⃣ any reason you are not satisfied with your experience of the organisation.
Complaints: Stage One
If you are unhappy about any IBAS6️⃣ service that relates to communications you have received from an IBAS employee, please make the relevant employee aware to given6️⃣ them the opportunity to clarify any misunderstanding or better explain why a particular position was reached.
Often the relevant employee will6️⃣ be able to give you a response straight away.
However when the matter is more complicated they will give you at6️⃣ least an initial response within 5 working days.
Complaints: Stage Two
If you are not satisfied with the response received or wish6️⃣ to raise the matter more formally, please send an e-mail under the subject heading: “Complaint About IBAS” to complaints@ibas-uk.co.uk where6️⃣ it will be accessed by the IBAS Head of Adjudication.
If it is considered that you have grounds for complaint it6️⃣ will be logged as an official Complaint and you will receive a written acknowledgement within 5 working days.
At this stage6️⃣ the aim will be to investigate your complaint properly and provide you with a reply within 20 working days, setting6️⃣ out how the problem will be dealt with. If this is not possible, an interim response will be made informing6️⃣ you of the action taken to date or which is being considered.
We hope at this stage you will be satisfied6️⃣ that your complaint has been given due consideration, even if you remain in disagreement with our approach or decision.
Complaints: Stage6️⃣ Three
If after this stage you believe that your complaint has not been properly addressed and the subject of the complaint6️⃣ justifies the attention of the IBAS directors, you can submit a Stage Three complaint in writing to the Managing Director.
If6️⃣ the Managing Director considers the complaint to be justified and improperly addressed at an earlier stage in the complaints process,6️⃣ they will report the matter to the next meeting of the IBAS Board of Directors, which will decide on any6️⃣ further steps necessary to resolve the situation.
Therefore if you have completed stages one and two of the complaints process and6️⃣ feel the circumstances of your complaint fall into this category, please address your complaint to:
IBAS
PO Box 62639
London
EC3P 3AS
Please note that6️⃣ IBAS is a free to use Alternative Dispute Resolution service and on that basis it is not our policy to6️⃣ offer financial compensation where our service standards fall short of what is expected.
We may offer a formal apology if we6️⃣ have let you down and where appropriate we will explain what steps we plan to take to ensure the service6️⃣ issue that has affected you should not affect anyone else similarly in future.
Beyond – or in addition to our complaints6️⃣ process – you can consider complaining about our performance to the Gambling Commission, our nominated Competent Authority in accordance with6️⃣ the requirements of British Alternative Dispute Resolution (ADR) regulations.
Details of how to complain to the Gambling Commission can be accessed6️⃣ here.
If you wish to register your business with IBAS, please apply for registration by clicking here.
