Retail Complaints Process
a. If you are unhappy with any aspect of your experience with William Hill, please speak to a member of staff in the first instance. If we cannot resolve matters, it is open to you to make a formal complaint by:
- calling our Customer Helpline on 08705 181715;
- emailing customerhelp@williamhill.co.uk; or
- writing to us at Retail Customer Support, PO Box 170, Leeds, LS2 8JF.
b. Please contact us as soon as possible and within twelve months of the events you wish to complain about. We will aim to respond and resolve all complaints in a timely manner and within eight weeks. If we are unable to provide a response in eight weeks, we will inform you of your right to refer your complaint to the Independent Betting Adjudication Service (IBAS).
c. If you remain dissatisfied with our response to your complaint, it is up to you to put your complaint to the IBAS for ADR (Alternative Dispute Resolution). More information about IBAS can be found at:
- www.ibas-uk.com;
- by calling them on 0207 347 5883;
- E-mailing them at ibasteam@ibas-uk.co.uk; or
- writing to IBAS, PO Box 62639, London EC3P 3AS.
d. For any eventuality not covered in these Fair Deal Rules, please refer to the rules listed on our website by using the URL williamhill.com/help. You can request a copy of these rules by contacting customerhelp@williamhill.co.uk.