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At First 1 Club Limited, we are committed to providing a high‑quality service and ensuring that our customers are satisfied with our products and services. However, we understand that there may be occasions when you feel that we have not met your expectations. Our goal is to resolve any issues quickly, fairly, and transparently. This policy outlines the process for raising and resolving complaints and disputes.

Stage 1: Internal Resolution – Member Support

1. Initial Contact and Acknowledgement

  • Contact Method:
  • Acknowledgement:
    • Upon receiving your complaint, we will acknowledge it within 24 hours.

2. Raising a Complaint

  • Details Required:
    • When contacting Member Support, please provide your full name, account details, a clear description of the issue, and any relevant supporting documentation (such as transaction or communication records).
  • Investigation:
    • Our trained customer support staff will review your complaint by accessing your account, betting, and gaming transaction history, and any other relevant records.
  • Resolution:
    • We aim to provide a substantive response and resolution within 10 working days from the date we receive your complaint. In cases where additional time is needed, we will notify you of the delay and provide an estimated timeframe for resolution.

3. Escalation within First 1 Club

  • Further Review:
    • If you remain dissatisfied with the resolution provided by Member Support, you may request that your complaint be escalated for further review.
    • Your complaint will then be reviewed by a senior manager or, if necessary, our Chief Executive Officer (CEO).
    • We will communicate the outcome of this review to you promptly, following the same timeframes as above.

Stage 2: External Resolution – Independent Betting Adjudication Service (IBAS)

1. Unresolved Complaints

  • If you are not satisfied with the final decision provided by First 1 Club after internal escalation, you have the right to refer your complaint to the Independent Betting Adjudication Service (IBAS).

2. How to Escalate to IBAS

  • Contact IBAS:
    • You should contact IBAS  by visiting their website  or by following the instructions provided on the UK Gambling Commission's  website.

3. IBAS Process and Finality

  • Assessment:
    • IBAS will request all relevant information from First 1 Club and assess your dispute through an independent panel of experts.
  • Outcome:
    • The decision made by IBAS is binding on First 1 Club.
    • There is no fee for you to use the IBAS service.

Communication and Transparency

  • Regular Updates:
    • Throughout the process, we will keep you informed about the progress of your complaint and any actions taken.
  • Confidentiality:
    • All complaints will be handled confidentially, and we will take all necessary measures to protect your personal data in accordance with our Privacy Policy and applicable data protection laws.

Final Notes

  • Access to Policy:
    • This Complaints and Dispute Policy is available on our website, and we encourage you to review it regularly.
  • Further Assistance:
    • If you require additional clarification about the complaint process or wish to provide feedback about our handling of your complaint, please contact our Data Protection Officer (DPO) at [email protected] 

By following this process, we aim to ensure that all complaints are resolved in a fair, transparent, and timely manner. We value your feedback as it helps us improve our services.