SPREADEX

complaint handling

Information on our Complaint Handling Procedure – Sports Spread Betting

Spreadex is authorised and regulated by the Financial Conduct Authority (FCA) in respect of its sports spread betting products and services.

Our commitment to providing a high standard of service to our clients is paramount, however we do recognise that, from time to time, things can go wrong, or clients may have cause to feel dissatisfied with an aspect of the services we provide. We are committed to dealing with queries and complaints promptly, positively and fairly. Where we are at fault, we will aim to put things right at the earliest opportunity.

Account queries

If you have a query regarding your sports spread betting account or your dealings in relation to sports spread betting with Spreadex, you should contact our customer services team at:

Email: info@spreadex.com

Telephone: 08000 526 575

Live chat: www.spreadex.com, or

Post:  Spreadex Ltd, Churchill House, Upper Marlborough Road, St Albans, AL1 3UU

Our customer services team will try to resolve the query for you as promptly and fairly as possible.

If our customer services team is unable to resolve the matter for you to your satisfaction, you may refer it as a complaint to our compliance department.  Please set out the complaint clearly, ideally in writing. The compliance department will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly, within our rights and have met our contractual and other obligations. A full written response will be provided 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

To enable us to resolve your complaint as effectively as possible, please provide us with the following information:

  • your name and account reference,
  • the name and address of the organisation you represent, if you are making a complaint on behalf of a client,
  • details of the complaint including relevant references, dates of key events and any actions that you require Spreadex to undertake to put things right.

Formally received complaints

We will promptly issue a written acknowledgement of the complaint after receipt, stating that the complaint has been received, and is being investigated. Your complaint will be investigated by someone who was not directly involved with the subject of the complaint. 

Thereafter, we will keep you informed of the progress of the complaint investigation.

When investigating your complaint, we will take into account the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from our regulator, the Financial Conduct Authority (FCA) and from the Financial Ombudsman Service (FOS).

We will write to you setting out the outcome of your complaint and supporting reasons, including details of how we have calculated any applicable redress.

Within eight weeks of the date of receipt, Spreadex will issue a written final response, which will either:

  • accept the complaint and, where appropriate, offer redress or remedial action, or
  • offer redress or remedial action without accepting the complaint; or
  • reject the complaint and provide reasons for this decision.

The final response will also:

  • provide the website address of the FOS and enclose a copy of the FOS’s standard explanatory leaflet,
  • inform you that if you remain dissatisfied with our response, you may now refer the complaint to the FOS, and must do so within six months, and
  • indicate whether Spreadex consents to waive the relevant time limits.

If at the end of the eight-week period, Spreadex has not yet issued a final response, we will issue a response to you which explains why, and when we are likely to be able to, informs you that you are able to refer the complaint to the FOS, and provides the contact details for doing so.

Independent Arbitration

If you do not feel that your complaint has been resolved satisfactorily by the compliance department, you are able to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. This service is free of charge.

Details of the Financial Ombudsman Service will be provided by the compliance department in their final response to your complaint. Any reference to the Financial Ombudsman Service should take place within six months of the compliance department’s final response letter. You should also note that the Financial Ombudsman Service will not consider a complaint until we have had the opportunity to address the complaint.

The address of the Financial Ombudsman Service is:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

You can learn more about the Financial Ombudsman Service on their website at http://www.financial-ombudsman.org.uk.

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