The complaints procedure consists of four stages which are as follows:
Stage 1 Acknowledgement & Resolution:
ASL handles any complaint immediately which will be formally recorded by ASL as soon as possible. ASL aims to respond to complaints within fourteen working days.
Stage 2 Investigation:
If the complaint is not resolved at the initial stage, the ASL manager will escalate the complaint to ASL Promoter within seven working days.
Stage 3 Outcome & Actions Taken:
The Promoter will investigate and respond to the complainer advising of the outcome of the complaint and any action taken as a result of the investigation.
Stage 4 Alternative Dispute Resolution:
If the resolution of the complaint is not satisfactory at Stage 3, the complainer can require that ASL submit to mediation with the Independent Betting Adjudicator Service (www.ibas-uk.com) to resolve the dispute for which both parties are required to participate. The process provides a mediation process that can be followed at no cost to the complainer. The mediator will report on the outcome of the dispute to the Gambling Commission and ASL will abide by the mediator’s decision or recommendations. which both parties are required to participate. The process provides a mediation process that can be followed at no cost to the complainer. This will be done within 8 weeks of the ASL receiving the complaint, where the complainant cooperates with the complaints process in a timely manner.