Complaints Procedure

Effective date: [DATE]

1. We take complaints seriously

If something has gone wrong, we want to hear about it and put it right. This page sets out how to complain and what you can expect from us.

2. How to make a complaint

Step 1 — contact us. Email complaints@edgepro.bet with:

• Your account email address;
• A clear description of the issue;
• What outcome you would like;
• Any supporting screenshots or evidence.

If you prefer, you can write to us at [YOUR ADDRESS].

3. How we will handle it

1. Acknowledgement. We will acknowledge your complaint within 3 business days.
2. Investigation. We will investigate fairly, looking at all the evidence. We may ask follow-up questions; please respond promptly so we can resolve the matter quickly.
3. Substantive response. We will give you a substantive response within 15 business days. If we cannot resolve the complaint in that time we will explain why and tell you when you can expect a final answer.
4. Final response. A "final response" letter will set out what happened, what we found, and our decision. The maximum time to a final response is 8 weeks from the date you complained.

4. If you remain unhappy

If you are not satisfied with our final response, or if 8 weeks have passed and you have not received one, you can:

• Refer the matter to an Alternative Dispute Resolution (ADR) provider — we will name a relevant ADR provider in our final response if your complaint falls within their scope. We are not obliged to use ADR but will consider it case-by-case.
• Pursue your complaint in court (the courts of England and Wales have jurisdiction — see our Terms of Service).
• If your complaint relates to personal data, you can also complain to the Information Commissioner's Office (ico.org.uk, 0303 123 1113).
• If your complaint relates to a payment made through Stripe, Stripe also operates a complaints process you can use in parallel.

5. Records

We log every complaint and our response, and we use that data to improve the Service. We retain complaint records for 3 years from the date of resolution, in line with our Privacy Policy.

6. Vulnerable customers

If a complaint relates to gambling-related harm or vulnerability, we will treat it as priority and signpost the support services listed on our Responsible Gambling page.

EdgePro is operated by [Your Limited Co Name]. Registered in the UK. For support: support@edgepro.bet