We're committed to resolving any issues fairly and promptly. Learn about our complaint process and how to get help.
At UKBetGuide, we strive to provide the best possible service to our users. However, we understand that sometimes issues may arise. We are committed to handling all complaints fairly, promptly, and transparently.
We aim to resolve all complaints within 5 working days. More complex issues may take longer, but we will keep you informed of our progress and expected resolution timeframe.
Start by contacting us through your preferred method. Provide as much detail as possible about your complaint.
Response Time: Within 24 hours on working days
We'll acknowledge your complaint and assign it a reference number. Our team will begin investigating the issue.
Timeframe: Acknowledgment within 24 hours
We'll thoroughly investigate your complaint, gathering all relevant information and speaking with relevant team members.
Timeframe: 3-5 working days for most complaints
We'll provide you with our findings and proposed resolution. If you're satisfied, the complaint is closed.
Follow-up: We may contact you to ensure satisfaction
If you're not satisfied with our response, you can escalate to our senior management or external bodies.
Options: Internal escalation or external dispute resolution
You can reach us through any of the following methods. We recommend email for complex complaints as it allows you to provide detailed information.
complaints@ukbetguide.com
Best for detailed complaints with attachments
Response: Within 24 hours
+44 121 596 0066
Monday to Friday, 9 AM - 5 PM GMT
Immediate response during business hours
Complaints Department
Digital Ventures Media Ltd
194 Belchers Ln
Birmingham B9 5RY
United Kingdom
Response: Within 5 working days
Use our complaint form below for structured feedback
Response: Within 24 hours
Please provide as much detail as possible to help us resolve your complaint quickly and effectively.
If you're not satisfied with our initial response, you have several options for escalation:
Request escalation to our senior management team for a fresh perspective on your complaint.
Contact: senior.management@ukbetguide.com
If still unsatisfied, you can request a review by our company directors.
Timeframe: 10 working days for director review
For unresolved disputes, you can use independent dispute resolution services.
Service: Citizens Advice Consumer Service
Website: citizensadvice.org.uk
For data protection issues, contact the Information Commissioner's Office (ICO).
Website: ico.org.uk
Phone: 0303 123 1113
As a last resort, you may consider legal action through the courts.
Recommendation: Seek independent legal advice before proceeding
We are committed to responding to your complaints promptly. Here are our service level agreements:
All complaints acknowledged within 24 hours
Most complaints resolved within 5 working days
Complex complaints may take up to 10 working days
Critical issues addressed within 24 hours
Please note that response times may be extended during bank holidays and our annual closure period (typically between Christmas and New Year). We will notify you of any delays and provide expected response dates.
We view complaints as valuable feedback that helps us improve our services. Here's how we use complaint data:
We publish annual complaint statistics and our improvement initiatives. This helps demonstrate our commitment to service excellence and accountability.
We genuinely appreciate when users take the time to raise complaints or provide feedback. Your input helps us maintain high standards and continuously improve our service for all users.