Customer Complaints Procedure
1. CUSTOMER COMPLAINTS PROCEDURE
1.1. You consent to us providing you with information by email and through our Website. If you have a query regarding your Account, your Bets or the Rules you should contact our Customer Services department, either in writing or by telephone on the following details:
Customer Services Sporting Index Limited Gateway House Milverton Street, London, SE11 4AP
Freephone Tel: 0800 096 96 07
Business Tel: 020 7 840 4050 (Ex-UK:
+44 (0) 207 840 4050)
1.2. A copy of our complaints procedures can be found on our Website at www.sportingindex.com.
1.3. If you have a complaint against us, please notify our Customer Services Department as soon as reasonably practicable as any delay in communication may prejudice our ability to investigate. Customer Services will then refer your complaint for investigation.
1.4. A complaint will be acknowledged within no longer than five business days and include the name and job title of the relevant contact point together with summarised details of these internal complaint handling procedures.
(a) Within 4 weeks of receiving a complaint, the complainant will be sent a final response which EITHER;
i. accepts the complaint and, where appropriate, offers redress (financial or otherwise); or
ii. offers redress without accepting the complaint; or
iii. rejects the complaint and gives reasons for doing so;
(b) a holding response, which explains why the firm is not yet in a position to resolve the complaint. This will give an indication of when further contact will be made which must, at the very latest, be within eight weeks of receipt of the complaint.
1.5. Spread Betting Complaints:
As a FCA regulated firm, we are required to comply with the FCA’s rules for the handling of Spread Betting complaints.
If you are dissatisfied with our final response to your complaint relating to Spread Betting, you may refer your complaint to: The Financial Ombudsman Service (“FOS”), South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel: 0845 080 1800.
1.6. Fixed Odds Complaints:
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 firstname.lastname@example.org.
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.
1.7. You will also always have the option of resolving the dispute using court action (please see paragraph 6.26 below for more detail).
1.8. 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.
1.9. 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.
1.10. 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.
1.11. 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.
1.12. 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.