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