What Happens to a Complaint After You Send It

A formal complaint follows a defined path at a licensed operator, and knowing the stages prevents wasted time.

Stage one is the operator's internal complaints procedure. Submit in writing, state the outcome you want, attach evidence and request a reference number. Operators typically have a stated deadline, often eight weeks, to reach a final position.

Stage two is the final response, sometimes called a deadlock letter. It should state the decision, the reasoning and the ADR provider you can escalate to.

Stage three is the ADR body. It reviews documentation from both sides free of charge to the player and issues a decision that is generally binding on the operator.

Reporting to the regulator in parallel is worthwhile as intelligence, though it will not resolve your individual case.