Our aim is to offer you the greatest customer experience possible. We want to ensure that all of our customers are fully satisfied with the products and service we offer. However, we recognise that there are those rare occasions where we have not been able to meet your expectations. If you are not happy with the service provided you can raise your query with our Customer Services team.
You can contact the Customer Services (CS) team via Live Messenger here, where you will be able to discuss your query or issue with one of our CS Agents. In some cases, where the CS Agents will either be unable to resolve your query immediately, or where you are dissatisfied with the resolution provided, your query will be escalated to our Escalation Management Team (EMT) for further review and consideration.
If, after raising your issue with our CS and EMT teams, you still remain dissatisfied with the outcome, your query will be considered a complaint, and you will be able to escalate your complaint to our Customer Champion team. To escalate your complaint, please ensure you have the specific Ticket Number for your query which will be provided by the EMT. You will need to access the complaints portal by clicking here and you will be asked to provide the Ticket Number. Without the Ticket Number you will be redirected to Customer Services. Please follow the prompts throughout to ensure we receive full details of the complaint.
The outcome of any issue shall be communicated to you within 10 days from the date on which the complaint was received, provided that in certain cases for UK Customers, we can extend this response time up to 8 weeks at our discretion. Following such applicable time period, in any circumstances where you remain dissatisfied by the final outcome of the investigation, then you can raise your dispute or complaint with IBAS as per the process below.
For a step by step outline of Betfair’s internal escalation process, please click here.
All Customer Disputes (EXCLUDING AUSTRALASIAN CUSTOMERS) and UK Registered Customer Complaints
This section relates to all customer disputes in respect of your general use of our betting and gaming services, and for UK customers only, any complaint relating to an aspect of the provision of our gaming services being potentially unlawful, or conducted in a manner which is not safe, fair or transparent.
If you remain dissatisfied by the final outcome of the investigation, and still wish to pursue a dispute or complaint (UK only) related to betting, gaming or account transactions, then you can ask IBAS (The Independent Betting Adjudication Service) to investigate. IBAS is a third-party organization offering independent adjudication in relation to betting and gaming disputes. IBAS will not charge you for use of their service.
To raise your dispute or complaint with IBAS, you will need to request a Deadlock Email from our Customer Champion team. This email will outline the full details of your dispute or complaint and will include a unique reference number that must be quoted when submitting a dispute or complaint with IBAS. You can then submit your dispute or complaint to IBAS here
You may also use the European Commission’s Online Dispute Resolution platform (available here) as an alternative to IBAS. However, by doing so you will be directed to the relevant national arbiter, who will themselves be asked to direct to IBAS, prolonging the dispute resolution process.
For non-UK customers only, if you have a complaint relating to an aspect of the provision of our gaming services being potentially unlawful, or conducted in a manner which is not safe, fair or transparent, and you remain dissatisfied by the final outcome of the investigation, then you can ask the MGA (Malta Gaming Authority) to investigate. You can submit your dispute to the MGA here.
If you have raised a dispute or made a complaint to Betfair Pty Limited and you are not satisfied with Betfair Pty Limited’s decision in relation to your dispute or complaint, you can lodge a dispute/complaint with the Northern Territory Racing Commission via the online “gambling dispute form” found here
If you would like more information about Betfair's regulators please click here.
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