CUSTOMER COMPLAINT & DISPUTE PROCEDURE

At Caesars Entertainment UK 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.


COMPLAINT

Customer Complaints will be accepted either; 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.


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


ALEA Nottingham

108 Upper Parliament Street, Nottingham NG1 6LF

Tel: 0115 872 0600


Empire Poker Room

7 Leicester Street, London WC2H 7BL

Tel: 0203 014 1000


Manchester 235

Great Northern, 2 Watson Street, Manchester M3 4LP

Tel: 0161 828 0300


Playboy Club London

14 Old Park Lane, London W1K 1ND

Tel: 0207 491 8586


The Empire Casino, London

5-6 Leicester Square, London WC2H 7NA

Tel: 0203 014 1000


The Rendezvous at the Kursaal, Southend on Sea

Eastern Esplanade, Southend on Sea, Essex SS1 2ZG

Tel: 01702 616000


The Rendezvous at the Marina, Brighton Marina

Brighton Marina Village, Brighton, Sussex BN2 5UT

Tel: 01273 605602


The Sportsman Casino, London

Old Quebec Street, London W1H 7AF

Tel: 0207 414 0061


Caesars Mayfair London

14 Old Park Lane, London W1K 1QS

Tel: 0207 491 8586


When making a Complaint, please provide us with as much information as possible including the following:

• Caesars Rewards membership number if applicable
• 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 relevant Venue, Venue Management 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, CEUK Dispute Management Service (CEUK DMS) who are dedicated to deal with any complaint outcome that a customer wishes to dispute.


Your right to dispute the outcome of your complaint to CEUK DMS must be made within twelve months from the date of the Venue’s final response letter to your original compliant. If CEUK DMS do not hear from you within this time the matter will be considered closed.


CEUK DISPUTES MANAGEMENT SERVICE (CEUK 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 CEUK DMS. When making a Dispute please provide the following information:

• Caesars Rewards membership number if applicable
• full name
• 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
• together with details of your Dispute of the outcome of our Venue investigation


CEUK 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. CEUK 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 of 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:

CEUK Dispute Management Service

Compliance Department

55 Baker Street

London

W1U 8EW


Or via email at: CEUKDMS@caesars.co.uk


If CEUK DMS are unable to conclude the investigation within eight weeks (from the date on which the Venue issued their final response to your original Complaint) they will write to you with a final letter to explain that they have not been able to provide an outcome within this timescale, and therefore you may at this point escalate the matter to an independent Alternative Dispute Resolution (ADR) provider.


REFERRAL TO AN INDEPENDENT ALTERNATIVE DISPUTE RESOLUTION (ADR) PROVIDER

If you are dissatisfied with the outcome of your Dispute provided by CEUK DMS and the subject of your original Complaint relates to the outcome of a gambling transaction then you may refer the matter to 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 Panel for Casino and Bingo Arbitration (IPCA)


The IPCA 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 that they may seek independent advice or be represented by a third party at any stage of the ADR procedure.


Please note that IPCA will only handle Disputes received in writing


Contact Details:

NCF-IPCA

Carlyle House

235 Vauxhall Bridge Road London

SW1V 1EJ

info@ipca.org.uk

www.ipca.org.uk