Customer Complaints Procedure

Fair resolutions, every time. We want every player to have a great experience with Phat Stax Competitions. If something hasn't gone right, we want to know about it so we can put it right. Here's how our complaints process works.

01. Get in touch

If you're unhappy with any part of our service, the first step is to let us know. You can reach us in any of the following ways:

02. What happens next

Once we receive your complaint, here's the process we follow:

1. We acknowledge your complaint

   We'll confirm we've received your complaint and let you know who's handling it.

   Within 2 working days
2. We investigate

   We'll look into the issue thoroughly, checking records, reviewing the facts, and speaking to anyone involved. All complaints are handled fairly, objectively, and in confidence.

   As quickly as possible
3. We respond

   You'll receive a full response explaining what we found, what action we've taken (or plan to take), and any resolution offered. If we need more time due to complexity, we'll keep you updated throughout.

   Within 10 working days

03. Not satisfied?

If you're not happy with our response, you can ask for it to be reviewed by a senior member of the team. We'll acknowledge your escalation within 2 working days and provide a final written response within 10 working days.

If you remain dissatisfied after our final response, you may have the right to escalate your complaint to an independent body or alternative dispute resolution service. You can contact Citizens Advice or Trading Standards for further guidance.

Complaints about our advertising can also be made to the Advertising Standards Authority.

04. Our promise

Every complaint is treated seriously and handled in strict confidence. Your personal details and any information you share will only be used for the purpose of resolving your complaint.

We also use complaints as an opportunity to get better. Where issues are identified, we will:

• Review and improve our internal processes
• Update our policies or systems where needed
• Make sure the same issue doesn't happen again

All complaints are logged and reviewed regularly to help us spot patterns and continuously improve the experience for all our players.