JAXX Complaints and Disputes Procedure

This section contains the Complaints and Disputes Procedure referred to in section 13. of JAXX.COM General Terms and Conditions.

JAXX.com will
  • make this Complaints and Disputes Procedure available to a potential or actual customer on their website
  • handle all complaints in accordance with this Complaints and Disputes Procedure
  • advise the Gambling Commission on the status of all relevant disputes that are referred to the Licensee or IBAS as alternative dispute resolution entity
Definitions
  • Complaints mean a complaint about any aspect of the licensee’s conduct of licensed activities.
  • Dispute is any complaint which relates to the outcome of the complainant’s gambling transaction; and is not resolved at the first stage of the complaints procedure.
Policy

It is our policy to request that all external complaints be submitted in writing. This is for the protection of both the complainant and our organization. We will arrange for a copy of the decision on, or a note of the outcome of, each dispute referred to an ADR entity to be provided to the Commission, either by ADR or licensee. We must arrange for any outcome adverse to us of any proceedings taken against us by a customer in relation to a gambling transaction to be notified to the Commission as a key event.

The Complaints and Disputes Procedure is outlined as follows:

Stage 1You can address complaints in writing to complaints@jaxx.com. When we receive a complaint, which should include the reasons, applicable requirements, and substantiation, the JAXX customer care will make a formal record of the details within the complaints Log for Gambling Commission reporting purpose and will handle the complaint in the first instance. We aim to respond as soon as possible, normally within 2 working days. If the investigation of the complaint is likely to take longer than 7 working days, we will let you know the proposed timescales and next steps, aiming to resolve your complaint within a maximum of 14 working days.

Stage 2We will investigate your complaint involving relevant parties as necessary.

Stage 3We will let you know the outcome of your complaint and any actions we have taken as a result of this.

Stage 4If you are unhappy with the resolution of your complaint, you should contact disputes@jaxx.com and the matter will be escalated to a ‘dispute’ if applicable. The matter will be referred to us to reconsider the outcomes and we will contact you within 5 working days.

Stage 5If you are still not satisfied, you can
a) contact the Independent Betting Adjudication Service (IBAS) via adjudication@ibas-uk.co.uk within 1 months of our decision. IBAS will consider your complaint in the light of their adjudication process (http://www.ibas-uk.com/terms.php).
b) or you can contact the European Commission (a Online Dispute Resolution body) via http://ec.europa.eu/consumers/ within 1 months of our decision. The platform transmits disputes to a Alternative Dispute Resolution body (ADR) and allows you to conduct the ADR procedure online.
The outcome of the ADR or ODR is decision is final. You will be advised of any outcomes.

Records

The complaints log will be held for 10 years including all records that are not resolved at the first stage of the complaints procedure.

Training

All staff involved in JAXX.COM in any way should ensure they are familiar with this policy and its requirements and ensure all activities comply with them.

Review period

This policy should be reviewed on an annual basis unless any changes to the requirements of the Gambling Commission require the policy to be amended before then.