SPREADEX

complaint handling

Website Summary Complaint Handling Procedure

Spreadex Limited (“Spreadex”)’s 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.

Spreadex is authorised and regulated by the Financial Conduct Authority (FCA) in respect of its Sports and Financial Spread betting products and services, and by the UK Gambling Commission in respect of its fixed odds products.

This summary outlines our internal complaint handling processes which may vary depending upon the products or services to which your complaint relates.

How to make a complaint

If you have a complaint relating to any of Spreadex’s services, please provide details of your complaint using the below contact details:

For complaints relating to Sports Betting: 08000 526 575

For complaints relating to Financial products: 08000 526 570 or

For general complaints please contact Customer Services on 01727 895000, or email info@spreadex.com

Should your complaint relate to a perceived regulatory breach the firm’s Compliance Department can be contacted via email   disputes@spreadex.com

The firm can also be contacted by post at the following address: Spreadex Ltd, Churchill House, Upper Marlborough Road, St Albans, AL1 3UU

To enable us to resolve your complaint as quickly 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 including any actions that you require Spreadex to do to put things right.

Time Limits for handling complaints

Once we receive a complaint, we will endeavour to resolve it as fairly and as quickly as possible, either informally or formally.

Informally resolved complaints

If a client makes a complaint to us that we can resolve informally within three business days of the complaint being received, we will issue a Summary Resolution Communication (SRC) which will include the following content which has been prescribed by either the FCA or the UK Gambling

• A statement that Spreadex considers the complaint to be resolved;
• A statement that the complaint may refer the complaint to either the Financial Ombudsman Services (FOS) or The Independent Betting Adjudication Service (IBAS) if they subsequently decide that they are dissatisfied;
• The website address for the FOS, or the IBAS;
• Whether Spreadex consents to waive the six month time limit for referring the complaint to the FOS.

Formally resolved complaints

If your complaint relates to an FCA related product or services, where we are unable to resolve the complaint informally, we will be following the formal “eight week process” as follows:

• We will promptly issue a written acknowledgement of the complaint after receipt or the failure to resolve it informally, stating that the complaint has been received, and is being investigation (or that we may have not been able to finalise our investigation informally) and it will be dealt with formally.
• Thereafter, we will keep you informed of the progress of the complaint investigation.
• Within eight weeks of the date of receipt, Spreadex will issue a written final response, which:
  1. Accepts the complaint and, where appropriate, offers redress or remedial action, or
  2. Offers redress or remedial action without accepting the complaint; or
  3. Rejects the complaint and provides reasons for this decision;
  4. Provides the website address of the FOS and encloses a copy of the FOS’s standard explanatory leaflet;
  5. Informs the complaint that if they remain dissatisfied with our response, they may now refer the complaint to the FOS, and must do so within six months; and
  6. Indicates whether Spreadex consents to waive the relevant time limits.

If at the end of the eight week period, and Spreadex has not yet issued a final response, it will issue a response to you which explains why, and when we are likely to be able to, and informs you that you are able to refer the complaint to the FOS or IBAS, and we will provide you with details of either the FOS or IBAS.

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

• For Financial and Sports Spread Betting products and services - the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and Eligible Complainants. Only complaints by persons who are defined by the FCA may be made to the FOS. Eligible complainants are typically:

1. A consumer (being a natural person acting for the purposes outside his trade or profession), or a
2. Micro enterprise (being an enterprise that employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed £2m).

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

• 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.
• 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.
• 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.