At Buzz, we’re committed to providing the best possible experience for our players. If something hasn’t gone as expected, we want to hear about it so we can make things right.
To help us resolve your issue quickly and effectively, please provide as much detail as possible using the form below.
Be sure to include any relevant dates, game names, or steps you took before the issue occurred. That way we can investigate your compliant as quickly as possible.
We may try to give you a call to obtain further information relating to your complaint or discuss a resolution.
A "complaint" means a complaint about any aspect of our conduct of the licensed activities. A "dispute" is any complaint which relates to the outcome of a customer’s gambling transaction and is not resolved at the first stage of our complaints process. All disputes that arise are dealt with under our Gaming Dispute Resolution Process, which is set out in full below.
In relation to all complaints or disputes, we reserve the right to record all conversations (via manuscript notes), telephone and e-mail communications with our customers and any other person. In the event of a dispute as to the contents of any such communication, reference will be made to such records, our transaction database and any other records of the usage which, in the absence of any contrary evidence, shall be decisive.
It shall be a condition of the customer’s agreement with us that any disputes are and remain confidential both whilst we seek a resolution and afterwards. The customer agrees that they shall not disclose the existence, nature or any detail of any disputes to any third party. If they do so, that shall be considered a breach of the Terms and Conditions and we will no longer be obliged to continue seeking a resolution to their dispute and we shall be entitled to freeze (and potentially close) their account, return any monies due to them from that account and refuse them entry to any premises.
We aim to resolve all complaints or issue a final response within 8 weeks.
Step 1: A complaint or dispute must firstly be raised with our Customer Service Department. This can be done via three means – Email, Live Chat or Post. We aim to respond to the customer’s complaint within 72 hours. You can contact our Customer Service team by clicking here.
Step 2: If the customer remains dissatisfied with the response provided by the Customer Service Department and would like their complaint escalated for further investigation, they should complete the below Complaint form. Where possible the customer should use the email address they have registered on their account and include:
- As much detail around escalating their complaint
- Any reference numbers they have already been given
Our Complaints Team will provide a response within 72 hours.
Step 3: If the customer has exhausted our complaints procedure and still remains unhappy with the resolution, they have the option of seeking a free external adjudication service:
IBAS: IBAS (the Independent Betting Adjudication Service) is a completely independent adjudication service which will consider any case regarding specific gaming transactions. Buzz have agreed with IBAS to fully support any investigations they may choose to undertake regarding any gaming activity and adhere to any rulings which they may subsequently make. Full information regarding their services can be found at https://www.ibas-uk.com
ODR: The ODR service is a European initiative which assists in the resolution of disputes between consumers and businesses. It allows consumers to file complaints and then works with both parties to facilitate a resolution via an alternative dispute resolution service. If the customer is dissatisfied with our resolution and wants to raise their compliant directly through the ODR service (as opposed to contacting IBAS directly) they must do so through the ODR website.
The European ODR will manage disputes through file submission, sharing and communication between IBAS and the customer.
Once the customer has advised the ODR of their dispute they will contact us and ask us to inform them of our ADR (Alternative Dispute Resolution) provider. ODR then forward the case to our provider, who is IBAS (Independent Betting Adjudication Service). IBAS get in touch with us and the customer within 30 days and will inform both parties of a resolution within 90 days.
Step 1: We take all complaints seriously. If a customer has any cause to complain about anything that has happened because of their dealings with us. The customer can raise their complaint to the General Manager of the Club at where the issue arose, within 21 days of the incident. The General Manager has 14 days to provide a response. You can find your local club details here.
As part of this process, we shall, as necessary, request appropriate evidence from the customer for the purposes of settling their complaint.
Step 2: If the customer remains dissatisfied with the response provided by the General Manager and would like their complaint escalated for further investigation, the customer should complete the below Complaint form. Where possible the customer should use the email address they have registered on their account and include:
- As much detail around escalating their complaint
- Any reference numbers they have already been given
Our Complaints Team will provide a response within 14 days.
If a gaming transaction complaint is not resolved to the customer’s satisfaction by the use of our Complaints Procedure, it becomes a dispute.
Please note: The next steps are specifically for gaming-related disputes. If your complaint does not involve gaming, the process ends at Step 2
Step 3: If the customer in unhappy with the outcome from the Complaints team, their complaint can be escalated to the Complaint Manager, who will provide a final written response within a further 10 days.
Step 4: If the customer has exhausted our complaints procedure and still remains unhappy with the resolution, they have the option of seeking a free external adjudication service:
An ADR has been appointed by the company through the Bingo Association, from the list of ADRs published by the Gambling Commission. The ADR’s contact details are as follows:
Independent Betting Adjudication Service (IBAS)
PO Box 62639
London
EC3P 3AS
Telephone: 020 7347 5883
Fax: 020 7347 5882
Email: adjudication@ibas-uk.co.uk
Website: https://www.ibas-uk.com
- A customer may only ask that a dispute be investigated by an ADR where all the previous stages of the Complaints and Disputes process have been completed.
- There is no cost to the customer if an ADR is appointed.
- An ADR may refuse to accept a dispute which is considered frivolous or vexatious.
- The ADR will accept a dispute on their own terms and conditions a copy of which will be provided by the ADR.
- In referring a dispute to the ADR the customer accepts that any decision is binding on both the customer and the company.