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Complaints procedure Following the lodging of a formal complaint to the Company, the following steps will be followed in handling the complaint: Step 1: A service support officer of the Company shall, by establishing contact with the customer, attempt to resolve by agreement between the customer and the Company any dispute between them on which the complaint is based. Step 1 in all cases will be resolved by verbal agreement between both parties Step 2: Where the procedure set out in Step 1 is unsuccessful, the Company shall schedule a full investigation of the complaint to be carried out by a senior manager of the Company and, after consideration of a report about the complaint and the investigation thereof, he: - shall make a preliminary determination of the matter in dispute between the customer and the Company; and - give written notice of that determination and the reasons for it to the customer and the company at the same time enquiring of them whether each accepts his determination. HEARING Where a complaint by a customer has been referred arbitration determination in accordance with the regulations - by giving at least 14 days notice, a date, time and place for the hearing shall be notified by the arbitration officer; - the complainant may elect to confine himself to making any written representations he wishes or may attend the hearing in person or through any representative; and - the company licensee may elect to confine itself to making any written representations it wishes or may attend the hearing through any representative. At a hearing - if the complainant attends, he shall make his representations first; - if the company or it representative attends, he shall make his representations in response to the complaint; and - questions may be asked at any time by the Arbitration officer. Unless the Arbitration officer otherwise direct, a hearing under this regulation shall be held in public. DETERMINATION OF COMPLAINT At the conclusion of a hearing and after taking into account everything said and lodged by, or on behalf of, the parties, the arbitration officer shall determine: - whether the customer's complaint has been established in full or in part; - whether to make any order about payment of the costs incurred by the Arbitration officer or, as the case may be, the customer making the complaint or the company In a case where the customer has attended before the arbitration officer and they determine that his complaint was vexatious or frivolous or manifestly ill-founded, they may direct the customer to pay: - a contribution towards the expenses incurred by the arbitration officer in determining the complaint; and - if sought by the company, a contribution to its costs incurred in appearing before the arbitration officer Where the arbitration officer determine that the customer's complaint has been established in full or in part, they may direct: - as part of the resolution of the dispute between the customer and the company, that the company compensates the customer for all or some of the costs he has incurred in making and pursuing his complaint; and - that the company make a contribution towards the expenses incurred by the arbitration officer in determining the complaint. |
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mFortune Casino is an UK operated Casino owned & operated by Intouch Games Ltd & licensed and regulated by the
UK Gambling Commission, Licence number 000-002091R-104624001