Complaints Procedure

1. Complaints Policy Overview

ACF Group Ltd is committed to giving our customers a fulfilling experience and we trust you are happy to use our services. At the same time, we recognise that from time to time, customers may have concerns with the service they are receiving. This policy sets out how we will deal with customer complaints.

2. Procedure

If you have a complaint you wish to raise, this should be first raised with us in writing. Please provide the following information in relation to your complaint. If easier, you can also submit a complaint online by clicking on Contact us link on our website.

3. What We Will Do

We will acknowledge receipt of your complaint within three days of the complaint being sent to us. We aim to investigate your complaint and confirm our decision to you within fifteen days of receipt.

We may either uphold your complaint, partially or wholly, or reject your complaint. If we uphold your complaint in any respect, we will confirm what appropriate response we will take in response to your complaint, which may include an apology, partial or whole refund, or free access to another tournament(s).

4. Alternative Dispute Resolution

In the event that you are not happy with the outcome of the complaint, you have the right to further complain to an Alternative Dispute Resolution Entity as approved by the Gambling Commission. ACF Group Ltd use ADR Group (www.adrgroup.co.uk). If you wish to find out more information about ADR Group’s services, please feel free to click on their website as appropriate.

If you have any questions about this policy, please feel free to contact Mr Anatoliy Cox by email on Anatoliy.Cox@acfgroupltd.onmicrosoft.com.