Customer Complaints Procedure

At Club 3000 Bingo, we are committed to providing the highest standard of service at all times. Occasionally, we make mistakes which may not come to our attention unless you tell us about it. To ensure that we deal with your complaint efficiently, and to your satisfaction, we have a complaints procedure which is detailed below for your information.
  
“How do I complain?”
  
In the first instance, you should talk to the Duty Manager about your concerns and give them the opportunity to resolve your complaint on the spot. If a swift solution is not possible, for example further information is required from other sources, we will arrange a mutually convenient time to call you back. Depending on the information required, this may take up to five business days. 

“What can I do if I am not happy with the response?”

If you are not satisfied with the outcome of your initial contact, you may put your concerns in writing to the General Manager. In your letter, you should state clearly your concerns, explain why you feel we are wrong in how we have dealt with your complaint and how you think we could put things right. It would be helpful if you could also provide any written evidence to support your grievance.

“How will my complaint be dealt with?”

Once your complaint has been received in writing we will:

• Acknowledge receipt of your complaint in writing within five business days of receiving it and indicate when a full response can be expected.
• Assess the subject matter and investigate the details fully and efficiently.
• Respond to you within the given timescale or advise you promptly if this will not be possible and why.
• Endeavour to ensure that you are satisfied that your complaint has been dealt with competently and fairly.
• If we cannot reach an agreement with you, we will write to you within eight weeks, clearly stating our position with regard to your complaint.

“What can I do if I am dissatisfied with the results of the investigation?”

If you are not happy with the outcome of the investigation by the General Manager, you can request for your complaint to be reviewed by a company director. The details of your complaint and the resulting investigation will be passed to him and you will be contacted within seven business days, to let you know the complaint has been referred to him and when you can expect a full response.

If we cannot reach agreement with you, we will send you our final response on the matter, along with advice on how you may contact our independent Arbitrator, who will then look at your complaint and will respond to you.

Finally, we do not look on complaints as unwanted. Your feedback will help us to improve the fair and quality service we are committed to providing, so please do contact us at complaints@club3000bingo.com if you are not happy with any aspect of our business practice.
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