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Complaints Policy

Customer Complaints and Dispute Policy and Procedure

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We consider a complaint to be an expression of dissatisfaction about any aspect of the way we conduct ourselves in respect of:

  1. the outcome of any of your gambling transactions;
  2. how we manage your gambling transactions
  3. how we carry out our business in relation to the three objectives set by our Regulators, namely:
    1. keeping gambling free from crime and from being associated with crime
    2. ensuring that gambling is fair and open
    3. protecting children and vulnerable people from being harmed or exploited by gambling.

Within this policy, a complaint is classified as a complaint about any aspect of our conduct relating to our licensed activities.

A dispute is classified as either a complaint that cannot be resolved by the third stage of our Complaints Policy, or if it relates to the outcome of a complainants gambling transaction.

Petfre views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our Policy is:

  1. To provide a fair and open complaints procedure
  2. To publicise the existence of our complaints procedure on our website so that customers know how to contact us to make a complaint
  3. To make sure that all staff at Petfre know what to do if a complaint is received
  4. To make sure all complaints are investigated fairly and in a timely manner
  5. To make sure that complaints are resolved wherever possible
  6. To ensure that complaints are monitored to help us to improve what we do

Our Complaints Process

We pride ourselves on providing an exceptional level of customer service. Whatever the problem, we are ready and waiting to address the issue as quickly and efficiently as possible.

Should a problem arise then simply contact our Customer Services team by:

  1. live chat,
  2. phone - from UK: 08000287747 Rest of World +44 (0)1925878269
  3. or email at to deal with any query you may have.

NB:  A customer may wish to raise their complaint via social media; however, it is not always possible to observe or respond to these complaints.  We therefore advise using the contact methods listed above to ensure your Complaint is addressed as quickly and efficiently as possible.

Please note that calls to and from our Customer Service department may be recorded for security and quality control purposes.

Stage One

For us to investigate a complaint fully, the customer will be asked to provide the basic account information i.e. name, account number, username, other security bound account details and provide a detailed reasoning as to what their complaint is about.

In the majority of cases, a complaint is resolved at the first point of contact (FPC).

The Customer Service Advisor will attempt to resolve the Complaint at stage 1. If the Complaint is not resolved at this stage, the Complaint is logged within the Complaint/Dispute Portal with details of the Complaint along with the resolution.

If the complaint cannot be resolved at Stage 1. Then the complaint will be logged on the Complaint/Dispute portal, with an automatic notification being sent to the Duty Manager. The customer is informed during the call/live chat to allow “24” hours for their dispute to be reviewed by the Duty Manager. An email confirmation is sent to the customer informing them of the 24 hour review as well as outlining the complaint process.

Stage Two

If the Complaint cannot be resolved at the first stage as detailed in our Complaints and Dispute Policy, it is escalated to stage two and remains a complaint. The complaint is then dealt with by the Duty Manager. If the Duty Manager is unable to resolve the complaint, or if the customer is unhappy with the proposed resolution, the complaint is then escalated to the Head of Customer Services. The Complaint/Dispute Portal is updated to reflect the steps taken by the Duty Manager.

The customer will be informed by email of the next stage of the Dispute Process, informing them to allow 72 hours for the Head of Customer Service to review and respond to the Dispute.

Stage Three

Any complaints that reach stage three will be classed as a dispute. If the dispute reaches Stage 3, and the relates to a betting dispute, the Head of Customer Services will review all available information and decide on an outcome, if the decision is that the business is unable to take any further action, the Head of Customer Services will refer the customer to the Independent Betting Adjudication Service (IBAS).

If the dispute is related to a Safer Gambling issue, the customer should be referred to the Gambling Commission or the Gibraltar Gambling Commissioner for customers from outside the U.K

If the dispute reaches Stage 3, and the dispute does not relate to a betting dispute, the Head of Customer Services will refer the dispute to the relevant department, whereby the Head of that department will prepare a final response to the customer. I.e. a dispute about payment would be escalated to the Payments Department, and the appropriate person within the department will prepare a final response to the customer.

Please allow 5 working days for a comprehensive check and thorough investigation to be undertaken. Communication with the customer will rest with Customer Services.

Provided you cooperate in a timely manner with us, we will deal with your complaint within 8 weeks of receiving it. However, it is not always possible to come to an outcome which is acceptable to both of us. If you remain dissatisfied with our handling of your complaint, or we do not deal with your complaint to your satisfaction within 8 weeks of our receiving your complaint (such period being increased proportionately where you do not cooperate with our complaints process in a timely manner), we will issue you with a final letter (a ‘deadlock letter’) explaining:

  • Our final decision
  • That this is the end of our complaints process
  • How you may escalate your complaint to an independent alternative dispute resolution (ADR) entity if you wish to do so.

Referrals to an ADR or regulator

Our preferred Alternative Dispute Resolution (ADR) provider is IBAS, however we will consider using another approved ADR, should IBAS not be available.

We recommend the Independent Betting Adjudication Service (IBAS) as an appropriate ADR entity. You can escalate a dispute for free to IBAS at any time, however we recommend that you do this once you receive the ‘deadlock letter’ from us and within six months of the date we receive your complaint.

Further information regarding IBAS and their services can be found at We agree to fully support any investigations IBAS choose to undertake. Where you agree to be bound by the IBAS outcome, we will also agree to it being binding on us.

Alternatively, you may refer your dispute to the European Online Dispute Resolution platform, found at This is a service which will allow you to file and handle your dispute online.

If you remain dissatisfied with any of our decisions, procedures, processes, or policies you may raise your concerns with our Regulators. For customers located in the United Kingdom we are regulated by the Gambling Commission of Great Britain, for customers located outside of the Great Britain we are regulated by the Gibraltar Gambling Commissioner. We will fully co-operate with any investigations our Regulators may undertake and any rulings that they may choose to make will be fully adhered to.

Full information regarding the Gibraltar Gambling Commissioner and their role can be found at