DISPUTES

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Initial Dispute/Complaint

We will endeavour to amicably resolve any issue or complaint you may have with our service or a bet settlement.

Secondary complaint

If we are unable to reach a satisfactory solution to your complaint at the initial stage, you can ask for your query to be escalated to the managing director (Martin Johnstone). He will then look into your complaint and come back to you within 48 hours.

The entire complaints process including any internal escalation will take no longer than 8 weeks from the time of the original complaint.

Independent betting adjudication service

If you are still unhappy with solution offered by us you can contact the Independent Betting Adjudication Service (IBAS). Once you submit your complaint to IBAS they will ask us to provide any relevant information. The dispute will then be put in front of an independent panel of experts who will make a ruling. Jem Racing will always abide by a decision made by IBAS. IBAS rule on complaints about betting and gaming transactions. The details for IBAS are given below. Please note that IBAS need you to have already contacted Jem Racing before they will look at your complaint.

Address: IBAS, PO Box 62639, London EC3P 3AS.
Phone: 020 7347 5883
Email: adjudication@ibas-uk.co.uk
Website: Ibas-uk.com