The purpose of this policy is to provide information and guidance to any DIBZ customer on how to escalate and formalise a complaint.
This policy applies to all customers that have transacted with DIBZ and wish to raise a formal complaint about any aspect of the service including, but not limited to:
This policy is primarily written and intended for customers to guide them through the complaint procedure and provide insights on what to expect at each stage of the complaint process.
DIBZ categorises all escalated incidents as either a “Complaint” or a “Dispute”. In line with regulatory definitions:
Our aim is to offer you the greatest customer experience possible and ensure that you are fully satisfied with the products and services we offer. However, we recognise there may be occasions where we may not be able to meet your expectations. If you are not happy with the service provided you can raise your concerns with our Customer Services team.
You can contact the Customer Services (CS) team via Social Media (X/Twitter @DIBZ_help, Instagram Play_DIBZ, Facebook DIBZapp) where you will be able to discuss your query or issue with one of our CS Agents. Please note that DIBZ does not provide an email service or inbound phone service.
Our agents will be available to investigate and resolve your queries and will provide you with a resolution or an answer on chat. Following review and investigation, our agents will provide you with a full response via Social Media. Most queries and issues are resolved at this stage.
If, however, you remain dissatisfied with the outcome given, then your query will be considered as a formal complaint and you will be able to escalate your complaint to our Complaints Department, a dedicated team dealing with customer complaints, appeals and disputes.
Complaints are raised via an internal escalation. Our customer services team will guide you through the internal escalation process, and will request a number of details from you, which could include (but not limited to) bet details, any technical information, contact details etc.
This means that the agent will collate all the information relating to your complaint and the outcome determined by them and forward all the information directly to the Complaints Department. This avoids you having to repeat your complaint.
At this point you will enter in Stage 2 of the complaint procedure and will be in direct contact with the Complaints Team. The Complaints Team operates between 08:00 and 20:00 GMT. A Complaints Executive will receive your complaint and will contact you via phone call with an initial acknowledgement within 24 hours. During the call, you will be provided with your Complaint Reference Number and a resolution time for your complaint.
While the Complaints Department aims to close all complaints within 10 calendar days, there are times where this is not possible. The Complaints Executive assigned to you will notify you within the first 10 calendar days whether your complaint requires a specialist review and will advise you of a more appropriate timeframe for resolution. Should an extension be required in this regard, this will not be longer than 8 calendar weeks from when we first received the complaint, in line with regulatory obligations.
Should you wish, or need, to contact the Complaints Team at any point while your complaint is being reviewed, you can do so by contacting the Social Media Team and make a request for a phone call. We will aim to call you back within 24 hours.
For avoidance of doubt, the Complaints Team operational hours are as follows:
Your complaint will be reviewed independently by our team and a full investigation will be carried out. Following a thorough review of your complaint, you will be contacted with a final response. This will be deemed DIBZ’s final position on the matter. Following this, no other teams or representatives will be able to review your complaint and we will not be able to enter into any subsequent discussion or review the complaint again.
In those situations where you disagree with DIBZ’s final position, your next step would be to escalate your complaint to an independent alternate dispute resolution service (ADR). DIBZ’s approved ADR is the Independent Betting Adjudication Service (IBAS). Should you require to take this step, all you need to do is confirm with your Complaint Executive that you wish to escalate with the ADR and you will be supplied with a deadlock reference. However, please note that a deadlock reference will only be issued in the instance that all internal avenues of resolution have been exhausted and a deadlock remains.
The deadlock email will include:
The deadlock letter and its contents will be discussed with you during the closing call, after which you will receive a copy of the deadlock letter via Social Media Channel. Please note that, should you approach an ADR without the above information, you will be directed to our Customer Services teams.
DIBZ offers you the option to use alternative dispute resolution (ADR) services. Our chosen ADR in this regard is the Independent Betting Adjudication Service (IBAS).
Once you have reached deadlock on any complaint or dispute, you will be referred to the ADR. The services of the chosen ADR entity are free of charge to any customer wishing to avail of the service. IBAS regulations also confirm that they offer their ADR service free of charge to all consumers (Please see: Consumer FAQ – How much does the service cost?).
While the use of an ADR is recommended by DIBZ, you also have the right to bring proceedings against DIBZ in any court of competent jurisdiction, whether the ADR service has been availed of or not.
You may also wish to seek the assistance of other alternative dispute resolution services. DIBZ will comply with the information request as long as the chosen ADR name appears on the list maintained by the Gambling Commission as well as the list of providers that meet the Gambling Commission’s additional standards. This list can be reviewed here. We will also require a Data Processing Agreement (DPA) to be signed prior to sharing any data.
To read more about our approved ADR, what they do and how they manage disputes, you can visit their page, linked below.
IBAS: https://www.ibas-uk.com
Once you approach the ADR in relation to your complaint, an official ADR Submission will be made by the ADR to DIBZ. The Complaints Department will review and fully investigate the complaint once again and on completion of the investigation, a report will be written and shared with the ADR. The ADR will then review the evidence you supplied, and the evidence supplied by DIBZ and will reach a final ruling.
Once the ADR has received all relevant information from DIBZ in relation to your complaint, it will issue a ruling. ADR Rulings are legally non-binding on you, and you are free to pursue any complaint through the court system after using the ADR services. Rulings, however, are binding on DIBZ up to the value of £10,000. For any complaints falling above this threshold, DIBZ also has the right to pursue the complaint through the court system.
If the ADR finds in your favour, the Complaints team will contact you directly to confirm whether you are happy to receive the payouts due as part of the ruling. DIBZ will only apply the payouts once you have responded to and confirmed acceptance of the ADR Ruling outcome. Contact will be made within 24 hours of a ruling being issued.
Following an ADR Ruling, DIBZ will consider the complaint closed and will not be able to investigate the matter further.
For more details on how the ADR reaches a ruling, please see here: https://www.ibas-uk.com/how- ibas-works/
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