Ladbrokes Fair Gaming Information Site
Did we get it right?
On an average week, we process over 750,000 bets through our web-site as well as hosting up to 30,000 cash players on our poker tables. Despite the huge number of transaction we deal with, we pride ourselves on the fact that we have very few complaints. Inevitably, though, there are occasions when our customers are unhappy, either about the way their bets have been settled or the way our web-site works. We are committed to dealing with any problems quickly and fairly. The information below explains how we can help to do this for you.
Stage 1
As all our staff receive training in customer service skills, we are confident that the majority of problems can be dealt with easily by contacting our Customer Services Team. For details of how to contact them click here.
Our staff are able to access the history of your bets and gaming transaction and explain the payouts. We always try to take a fair and sensible approach in dealing with problems and our staff are encouraged to use their discretion as our way of recognising the value and loyalty of your business.
Stage 2
If, having spoke to a member of the team, your query is not resolved, you can ask for you query to be escalated to a manager or supervisor. They will look into your query in more detail and contact you back with a resolution within 24 hours. In the meantime, you will be given the name and status of the person who your query has been referred to.
Stage 3
If you are still unhappy with solution offered by us you can contact the Independent Betting Adjudication Service (IBAS). Once you submit your complaint to IBAS they will ask us to provide any relevant information. The dispute will then be put in front of an independent panel of experts who will make a ruling. Ladbrokes will always abide by a decision made by IBAS. IBAS rule on complaints about betting and gaming transactions but do not deal with service related problems.
The details for IBAS are given below. Please note that IBAS need you to have already contacted the Customer Services Team before they will look at your complaint.
IBAS
PO Box 62639
London EC3P 3AS
Tel: 020 7347 5883
Email: Postmaster@ibas-uk.co.uk
Website: www.Ibas-uk.com
Stage 1
As all our staff receive training in customer service skills, we are confident that the majority of problems can be dealt with easily by contacting our Customer Services Team. For details of how to contact them click here.
Our staff are able to access the history of your bets and gaming transaction and explain the payouts. We always try to take a fair and sensible approach in dealing with problems and our staff are encouraged to use their discretion as our way of recognising the value and loyalty of your business.
Stage 2
If, having spoke to a member of the team, your query is not resolved, you can ask for you query to be escalated to a manager or supervisor. They will look into your query in more detail and contact you back with a resolution within 24 hours. In the meantime, you will be given the name and status of the person who your query has been referred to.
Stage 3
If you are still unhappy with solution offered by us you can contact the Independent Betting Adjudication Service (IBAS). Once you submit your complaint to IBAS they will ask us to provide any relevant information. The dispute will then be put in front of an independent panel of experts who will make a ruling. Ladbrokes will always abide by a decision made by IBAS. IBAS rule on complaints about betting and gaming transactions but do not deal with service related problems.
The details for IBAS are given below. Please note that IBAS need you to have already contacted the Customer Services Team before they will look at your complaint.
IBAS
PO Box 62639
London EC3P 3AS
Tel: 020 7347 5883
Email: Postmaster@ibas-uk.co.uk
Website: www.Ibas-uk.com