Complaints Procedure & Dispute Resolution
Fantasy Footy League Ltd
1. Internal Complaints Procedure. If you have a complaint regarding any aspect of our service, a transaction, or a wagering decision on Fantasy Footy League, please contact us via email (support@fantasyfootyleague.co.uk), our in-app form, or by post: Complaints Dept, Fantasy Footy League Ltd, C/O Accountanova Ltd, Bromley Old Town Hall, 30 Tweedy Road, Bromley, BR1 3FE. Please include your name, email, and a summary of your complaint. We will acknowledge receipt of your complaint within 24 hours.
2. Investigation Timeline. Our internal team will fully investigate the matter and aim to provide a formal resolution within 10 working days. If a complex investigation is required, we may extend this timeframe, but we will keep you fully informed. In accordance with regulatory requirements, a final operational response will be provided no later than 8 weeks from the date your complaint was first logged.
3. Escalation and Deadlock. If we are unable to resolve your complaint to your satisfaction, or if your complaint remains unresolved 8 weeks after it was first logged with us, the dispute reaches a state of "deadlock." In this event, we will issue you a formal Deadlock Notice via email, which represents our final operational decision.
4. Alternative Dispute Resolution (ADR). If you disagree with our final decision contained in the Deadlock Notice, or if 8 weeks have passed without a resolution, you have the right to refer your dispute to our nominated Alternative Dispute Resolution (ADR) entity, the Independent Betting Adjudication Service (IBAS). Referring a dispute to IBAS is completely free of charge to you. The decision made by IBAS will be binding on Fantasy Footy League Ltd for any dispute up to the value of £10,000. For disputes over this amount, IBAS's decision is non-binding, and either party may seek a remedy through the UK courts. You must approach IBAS within 12 months of receiving our Deadlock Notice.
5. How to Contact IBAS. You can log your dispute online or contact them using the details below: Account Number: 1605 Website: www.ibas-uk.com Email: adjudication@ibas-uk.co.uk Address: IBAS, PO Box 62639, London, EC3P 3AS