Complaints Policy
Last Updated: 27th March 2024
At Sports Odds Guide, we are dedicated to providing a high standard of service and content to our readers. We understand, however, that there may be times when we do not meet our own high standards or the expectations of our readers. When this happens, we want to hear about it, address the issue promptly, and do what we can to correct the situation. Our Complaints Policy is designed to ensure that all complaints are handled fairly, consistently, and wherever possible, resolved to the satisfaction of the complainant.
How to Make a Complaint
If you have a complaint about any aspect of our service, we encourage you to get in touch with us directly. You can make your complaint in writing via email or through our website’s contact form. Please include as much detail as possible about your complaint, including the specific content or service you are complaining about, and what you believe should be done to resolve the issue.
What Happens Next
Upon receiving your complaint, we will do the following:
We will acknowledge receipt of your complaint within 3 business days, providing you with a reference number and the name of the person who will be handling your complaint.
Your complaint will be investigated thoroughly by someone with the appropriate knowledge and authority to resolve the matter. This process will involve reviewing the details of your complaint and examining any relevant documents or materials.
We aim to resolve complaints as quickly as possible. We will provide you with a full response within 10 working days of receiving your complaint, explaining our findings and proposing a resolution. If it is not possible to provide a final response within this time period (for example, if a detailed investigation is required), we will inform you of the progress being made towards resolving your complaint.
If you are not satisfied with our initial response, you can request that your complaint be escalated to a senior member of our team for review. Please provide reasons why you are dissatisfied with the initial response and any additional information you feel is relevant.
Confidentiality
All complaints received will be treated with confidentiality and in accordance with our Privacy Policy. Personal information provided to us during the complaint process will only be used for the purpose of resolving the complaint.
Continuous Improvement
We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. Feedback from complaints is used to help us improve our services and content.
Contact Us
If you have any complaints or concerns, please contact us at:
Email: help@sportsoddsguide.com
We are committed to providing a fair and responsive complaints process. By informing us of your dissatisfaction, you are helping us to improve our services and the experience for all our readers.