Customer Complaints Procedure

Sporting Index Ltd Complaints Manager contact details
 
Complaints Manager: Head of Customer Services
Department:Customer Services,
Telephone:0207 840 4050 (Ex-UK: +44 (0) 207 840 4050) (Freephone: 0800 096 96 07)
Address:Customer Services, Sporting Index Ltd, Gateway House, Milverton Street, London SE11 4AP
E-mail:enquiries@sportingindex.com
 
 
1.      Complaints Regarding Spread Betting
Our Procedures
Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also
  • Acknowledge the complaint in writing promptly
  • Give details in our acknowledgement letter of the Financial Ombudsman Service
  • Make contact to seek clarification on any points where necessary
  • Fully investigate the complaint
  • Keep you informed of our progress
  • Discuss with you our findings and proposed response
 
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.
 
Investigation
The complaints manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:
  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress
 
Eligible Complainants
It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.
 
The Financial Conduct Authority complaints rules apply to complaints:
  • Made by, or on behalf of an eligible complainant;
  • Relating to regulated activity;
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;
 
Final response
This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
 
We must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:
 
  • Explain that the complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost
  • Indicate whether or not we consent to waive the relevant time limits.
 
Complaints Settled within 3 business days
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently.
 
Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:
  1. refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
  2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
  3. Indicates whether or not the we consent to waive the relevant time limits, (where we have discretion in such matters)
  4. Provide the website address of the Financial Ombudsman Service; and
  5. Refer to the availability of further information on the website of the Financial Ombudsman Service.
In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:
  1. We consider that doing so may better meet your needs; or
  2. We have already been using another method to communicate about the complaint.
 
Closing a complaint
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.
 
Financial Ombudsman Service
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman. 
 
 
CONTACT
Address:The Financial Ombudsman Service, Exchange Tower, London E14 9SR
 
Tel:0800 023 4567 (free for most people ringing from a UK fixed line).
 
Alternative Contact Options
0300 123 9 123 - Calls to this number cost no more than calls to 01 and 02 numbers. Check with the Ombudsman about this option.
 
(18002) 020 7964 1000 - Calls using next generation text relay. Check with the Ombudsman.
 
+44 20 7964 0500 - Call this number if you're calling from abroad. The Ombudsman will be able to call you back, if you're worried about the cost of calling the Ombudsman.
 
020 7964 1000 - Ombudsman switchboard
 
020 7964 1001 - Ombudsman fax number
 
Email:  complaint.info@financial-ombudsman.org.uk
 
Website:  www.financial-ombudsman.org.uk
 
 
 
2.      Complaints Regarding Fixed Odds Betting
If you are dissatisfied with our final response to your complaint relating to Fixed Odds Betting, you may refer your complaint to: IBAS (The Independent Betting Adjudication Service) to investigate.  IBAS provides a free-of-charge service and rules on complaints about Fixed Odds Betting but it does not deal with non-Fixed Odds related customer service issues.  You may submit an adjudication form to IBAS here or contact IBAS at adjudication@ibas-uk.co.uk.
 
You also have the option of using Resolver, the online support tool to make a complaint about Fixed Odds Betting. Resolver is a free, independent tool which can be accessed via the following link https://www.resolver.co.uk.
 
3.      Further Information
You may also have the option of resolving the dispute using court action (please see below for more detail).
 
If you wish to have information on online dispute resolution, please follow this link to the website of the European Commission: http://ec.europa.eu/consumers/odr/. This link is provided as required by Regulation (EU) No 524/2013 of the European Parliament and of the Council, for information purposes only. We are not obliged to participate in online dispute resolution.
 
We reserve the right to close any open Bet or alleged open Bet that is the subject of a dispute by you as to any material term of the Bet in order to minimise the financial consequences of the Bet pending the resolution of the dispute and any such closure will be valid and effective as though made with your agreement.
 
Any complaint or queries regarding missing Bets should, if possible, be supported by (a) if the Bet was placed by telephone or through your mobile phone details of the date/ time of the call when the missing Bet was placed, together with (if available) a print out of your telephone bill highlighting the call being relied upon or (b) if placed over the internet, a copy of the ‘bet confirmation’ print out (if available) together with full details of the missing Bet.
 
For clarification, day-to-day enquiries, for example about a make-up price or deal query, are excluded. All such day-to-day queries should be directed to our Customer Services Department at the details above.
 
If you feel at any time that we have not performed in a manner that you would expect from us or any part of our service is not of an acceptable standard, please contact our Customer Services team immediately.