Complaints Policy
Indoor Games Limited aims to provide a high standard of service to all our venue partners and their customers. However, we recognise that occasionally things can go wrong. This policy outlines how we handle complaints in compliance with the UK Gambling Commission's requirements.
1. How to Make a Complaint
If you are a venue owner or a customer of a venue and wish to raise a complaint regarding our equipment, service, or staff, you can contact us via:
- Email: info@indoorgamesuk.com
- Phone: 020 3355 5354
- Post: Compliance Officer, Indoor Games Limited, 1 Hallswelle Parade, Finchley Road, London, NW11 0DL
Please provide as much detail as possible, including machine IDs, dates, venue locations, and the nature of the issue.
2. Our Complaints Procedure
- Stage 1 - Acknowledgement: We will acknowledge receipt of your complaint within 2 working days.
- Stage 2 - Investigation: A designated compliance officer or senior manager will investigate the issue. This may involve reviewing machine data, speaking to staff, or visiting the venue.
- Stage 3 - Resolution: We aim to provide a full response and resolution within 14 working days. If the investigation requires more time, we will inform you of the delay and expected timeframe.
3. Dispute Resolution (ADR)
If you are a consumer and you are dissatisfied with the outcome of your complaint regarding a gambling transaction, and all internal complaint procedures have been exhausted, you have the right to refer the matter to an Alternative Dispute Resolution (ADR) entity.
Indoor Games Limited uses IBAS (Independent Betting Adjudication Service) as our ADR provider. Their service is free of charge to customers.
You can contact IBAS at: www.ibas-uk.com
4. Record Keeping
In accordance with our licensing conditions, all complaints, their investigations, and outcomes are recorded and retained. These records may be reviewed by the Gambling Commission upon request.