The Ombudsman's purpose is to act as an impartial advocate for bet365 customers and to ensure that a good quality of service is provided. If your complaint has been dealt with through our Customer Service channels, but the response has not met your expectations, the Ombudsman may re-assess your complaint.
How Ombudsman Works
To be eligible for the Ombudsman's services, you must provide us with a Complaint Protocol. Complaints submitted to the Ombudsman that have not exhausted bet365’s internal complaints process may be considered at the Ombudsman's discretion.
If you have not made a complaint or have not exhausted our internal complaints procedure, please view our Complaints Procedure for further information or contact our Customer Services via Live Chat, Email or Phone.
What to Provide
If your complaint is eligible for the Ombudsman’s services, the simplest way to raise your complaint is by sending us an Email via ouvidoria@bet365.com. In order to handle your complaint as quickly as possible, it is important that you provide us with as much information you can, including:
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Your username or email address
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Your name
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Your Complaint Protocol
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The full details of your complaint
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Any relevant dates and/or transactions
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You preferred method of contact
What we will do
Upon receipt, your complaint will be assigned to a dedicated member of our Ombudsman team for assessment. We will provide a result within 10 working days from the date of submission. If we need any additional information from you or more time to review your complaint, we will contact you.
Once we have fully reviewed your complaint, we will contact you via your preferred method outlining our findings and recommendations.
Ombudsman Service Channels
The operating hours of the Ombudsman are from Monday to Friday, from 09:00 – 17:00 (GMT-3 – Brasilia Time), except on holidays.
The simplest way to submit your complaint is by sending it via Email to ouvidoria@bet365.com. Alternatively, you can contact us by Phone at 0800 563 0011 (free of charge).