At Metropolitan Gaming we pride ourselves on our high-quality products and customer service and take your concerns very seriously. However, there may be times when you feel things have gone wrong or our service has fallen below the standard you expect. If this is the case, and you wish to make a Complaint, we will do our best to try and resolve the matter as quickly as possible. Please inform us of your Complaint as soon as possible and within 6 months from the date of the incident.
Customer Complaints will be accepted in person, in writing, by telephone, or via email. Complaints will not be accepted if received via social media. Our aim is to resolve the matter as swiftly as possible, to enable us to do so please in the first instance contact the Venue where you have your issue.
When making a Complaint, please provide us with as much information as possible including the following:
• your membership number
• full name
• date of Complaint
• a summary of your Complaint, where possible this should include: a description of your Complaint, relevant dates of game play, together with the location of the Venue
Once your Complaint has been received by the Metropolitan Gaming Venue, the Venue will provide you with an acknowledgement of your Complaint within 24 hours and also commence an investigation.
Upon conclusion of the investigation the Venue will provide you with their final response in writing. This will present details of the investigation, confirmation of whether your Complaint has been upheld or declined, together with, if appropriate, the proposed redress or resolution.
You will also be provided with contact details of our internal team, Metropolitan Gaming Dispute Management Service (MG DMS) who are dedicated to deal with any complaint outcome that a customer wishes to dispute.
You have the right to dispute the outcome of your complaint to MG DMS within 12 months from the date of the Venue’s final response letter to your original complaint. If MG DMS do not hear from you within this time the matter will be considered closed.
The relevant address and contact details for each Venue are as follows:
ALEA Glasgow
Springfield Quay, Paisley Road, Glasgow G5 8NP
Tel: 0141 555 6100
Email: complaintsglasgow@aleacasinos.com
ALEA Nottingham
108 Upper Parliament Street, Nottingham NG1 6LF
Tel: 0115 872 0600
Email: complaintsnottingham@aleacasinos.com
Empire Poker Room
7 Leicester Street, London WC2H 7BL
Tel: 0203 014 1000
Email: complaints@thecasinolsq.com
Manchester235
Great Northern, 2 Watson Street, Manchester M3 4LP
Tel: 0161 828 0300
Email: complaints@manchester235.com
Park Lane Club London
22 Park Lane, London, W1K 1BE
Tel: 02037595050
Email: customerservices@parklanecasino.co.uk
The Empire Casino, London
5-6 Leicester Square, London WC2H 7NA
Tel: 0203 014 1000
Email: complaints@thecasinolsq.com
The Rendezvous at the Marina, Brighton Marina
Brighton Marina Village, Brighton, Sussex BN2 5UT
Tel: 01273 605602
Email: complaintsbrighton@rendezvousdcasino.com
The Sportsman Casino, London
Old Quebec Street, London W1H 7AF
Tel: 0207 414 0061
Email: complaints@thesportsmancasino.com
METROPOLITAN GAMING DISPUTE MANAGEMENT SERVICE (MG DMS)
Whilst we expect your Complaint to be satisfactorily resolved, if this is not the case and you wish to dispute the conclusion of the investigation you may do so by referring the matter to MG DMS. When making a Dispute please provide the following information:
• your membership number
• full name; and
• a summary of your original Complaint, where possible this should include a description of your Complaint, relevant dates of game play, together with the location of Venue
• details of your Dispute of the outcome of our Venue investigation
MG DMS will seek to resolve your Dispute through our internal processes as soon as possible and no later than eight weeks from the date on which the Venue received your original Complaint. MG DMS will provide you with a final response in writing. This will present details of the investigation, confirmation of whether your Dispute of the outcome on the Venue investigation has been upheld or declined, together with appropriate redress or resolution.
Your Dispute of the outcome of your original complaint will be accepted: in writing to:
MG Dispute Management Service
Compliance Department
55 Baker Street
London
W1U 8EW
Or via email at: DMS@metropolitangaming.com
If MG DMS are unable to conclude the investigation within the required timescales, they will write to you to confirm that you may at this point escalate the matter to an independent Alternative Dispute Resolution (ADR) provider.
If you are dissatisfied with the outcome of your Dispute provided by MG DMS and the subject of your original Complaint relates to the outcome of a gambling transaction then you may refer the matter to an independent Alternative Dispute Resolution (ADR) provider. If your original Complaint did not relate to a gambling transaction then there is no further recourse with ADR. Our independent Alternative Dispute Resolution entity is the Independent Betting Adjudication Service (IBAS).
The IBAS ADR service is free to consumers.
All parties agree to provide all documentation and evidence in relation to the Dispute.
All parties agree to make themselves available to be interviewed by the ADR official.
All parties have the right to withdraw at any time from the ADR process.
The ADR may refuse to investigate the Complaint or Dispute.
The parties to the Complaint/Dispute are not obliged to retain a legal adviser but they may seek independent advice or be represented by a third party at any stage of the ADR procedure.
You can contact the IBAS by telephone, in writing and via their website.
Contact Details:
Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS
Telephone: 020 7347 5883
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We are committed to creating a culture of Safer Gambling within our casinos. We have appointed Safer Gambling Ambassadors across all our sites, in order to protect young and vulnerable people from being exploited by gambling, prevent underage gambling and increase support for the treatment of gambling harm.
