Complaints Handling

Complaints Handling
Our commitment to providing a high standard of service to our clients is paramount however we do recognise that, from time to time, clients may have cause to complain about the services we provide to them. Where a complaint is received from a client, we will do all that we can to ensure that it is promptly and fairly investigated through our Internal Complaints Procedure. Wherever possible, the complaint will be resolved, and a response provided to you at the earliest opportunity.

How to Lodge a Complaint
There are three levels to our complaints procedure. We endeavour to resolve all complaints as quickly and informally as possible. When we close your complaint, we will notify you on your statement that we have done so. If you remain dissatisfied, you will then have the right to take your complaint to a higher level.

1) SUMMARY RESPONSE

We do our best to provide a first class service at all times, but we understand that occasionally things can go wrong. In the unlikely event that you feel dissatisfied with any aspect of our service, your first step is to contact the appropriate trading department (Sports 08000 526 575 or Financials 08000 526 570) or Customer Services on 01727 895000, or email info@spreadex.com. We'll do our very best to resolve your complaint within three working days. If we are not able to do this you can request that your complaint is passed to the department management.

2) FORMAL INVESTIGATION

If the manager of the appropriate department is unable to resolve the matter, you may escalate it to our Compliance department who will undertake a full investigation. Please set out the complaint clearly, ideally in writing. The Compliance team will carry out an impartial review of the complaint to try to understand what went wrong and whether we have acted fairly while meeting our contractual and other obligations. We will send you a final written response within eight weeks of receiving the complaint. Please write to: disputes@spreadex.com or Compliance Department, Spreadex Ltd, Churchill House, Upper Marlborough Road, St Albans, AL1 3UU.

3) INDEPENDENT ARBITRATION

If you are not satisfied with our response to your complaint, you are able to refer it to:-

a) For spread bets - the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. After we have closed your complaint, or if we have not closed it within eight weeks of receiving it, you have the right to refer your complaint to the Financial Ombudsman Service free of charge – but you must do so within six months of the date on which we notify you that it has been closed. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. You can learn more about the Financial Ombudsman Service on their website at http://www.financial-ombudsman.org.uk.

b) For fixed odds bets – IBAS. The Independent Betting Adjudication Service (IBAS) acts as an impartial adjudicator on disputes that arise between betting/gambling operators and their customers after they have been through the operator's own internal dispute procedures and if a deadlock exists.

c) For casino clients that are based in the UK - IBAS. For Casino clients that are based outside of the UK - The Alderney Gambling Control Commission.

d) Online Dispute Resolution (“ODR”) – an alternative for all products offered by Spreadex Limited means you are able to refer your complaint via the ODR website as provided by the European Commission. Details of how to do this are available at the link below:

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage

Please contact Spreadex should you wish to receive this document in an alternative form, e.g.: paper copy or by email.