Should any customer have a concern over a bet, claim or dispute, please consult the shop manager in the first instance. The shop manager will make every effort to resolve your query. Complaints should not be made via social media platforms. If raising a complaint in shop or to our Retail Help Desk you will need to provide your full name, contact number, email address, if your bet was placed in a Great Britain, Northern Ireland or Republic of Ireland shop, the name of the shop your complaint is related to, the bet number (if applicable) and a complaint summary.

 

However, if you are not entirely satisfied or believe you have been treated unfairly in the shop you can contact our Retail Help Desk via:

 

1. Live Chat by scanning the QR code. If your complaint cannot be resolved immediately via Live Chat, you will then receive an email within 72 hours and we will aim to resolve your complaint within 14 days. You can also re-scan the QR code and request an update on the progress of your complaint.

OR

 

2. Email to retailescalations@ppb.com. We will acknowledge your email in 72 hours, Retail Help Desk will then respond to your email and we will aim to resolve your complaint within 14 days.

 

For email complaints and live chat complaints that cannot be resolved immediately, we will issue you with a final decision email with the result of your complaint. If you are dissatisfied with the outcome, you can request to be contacted by one of our Retail Help Desk Leads in which your complaint will be reviewed and you will receive an email from them within 72 hours. The maximum time limit to resolve your complaint or issue a final response is 8 weeks.

 

If you remain dissatisfied with the final outcome of the investigation, you can then ask IBAS (The Independent Betting Adjudication Service) to investigate depending on the nature of your dispute. To raise your dispute with IBAS you will need to request a unique reference number from our Retail Helpdesk Team.

 

IBAS can be contacted on 00 44 207 347 5883, at the following address: Independent Betting Adjudication Service, PO Box 62639, London, EC3P 3AS or through their website www.ibas-uk.com. Once the full facts of the case have been submitted by both sides, IBAS will give a decision which is final. Details of what IBAS does not cover can be found on their website https://ibas-uk.com/what-ibas-does-not-cover/ and so can details on IBAS’ adjudication process https://ibas-uk.com/terms-of-use/.