Complaints & Disputes

Our aim at The Vic to ensure you always have a premium experience. Whilst we hope that you never have cause to complain, if you do then please raise your complaint with us as soon as possible, so we can address your concerns in a timely and comprehensive manner.

We pride ourselves on dealing with complaints in a fair and appropriate way. Our aim is to show you that we have understood your complaint and have taken it seriously. We will also endeavour to explain any steps we intend to take to address the issue.

We aim to provide a response to you within 10 working days of receiving your formal complaint and at each stage of our complaints process.

Stage 1: Raising Your Complaint
We will always seek to resolve complaints when you first contact us. Your feedback can be given through our Customer Champions Team, through a Chat Moderator or by speaking to a staff member at the venue. They will all do their best to help you and try to resolve your complaint at that initial point of contact.

Stage 2: Escalating the Issue
If you are unhappy with our initial response, your complaint would be escalated to either the General Manager or to our Complaints Team. At this stage we will discuss with you whether we can resolve your issue at this point or if we will progress matters as a formal complaint.

Stage 3: Outlining Any Outstanding Concerns
If you are not satisfied with our response at stage 2, we would ask that you let us know why you remain unhappy and outline any outstanding concerns that you have. In addition, we would ask at this point that you let us know what you would consider to be a satisfactory resolution to your concerns.

We will then make an assessment on whether or not an appropriate response has been provided at stage 2 and a decision will be made on each point of your complaint. This decision will be communicated by an appropriate manager.

Following this response, you may then choose to escalate matters further with our dispute resolution body.

For complaints regarding our services, this is the Independent Betting Adjudication Service (IBAS) who will then contact us to obtain the relevant information.

You can contact IBAS by e-mail, post or telephone using the details provided on the IBAS websiteIBAS will want to see that you have used the 3-stage process where possible. However, if your complaint has not been responded to in full by 8 weeks from the point of notifying us, you may choose to contact IBAS before the 3-stage process has completed. For any referral to IBAS, the decision made will be final.

How to Contact Our Customer Champions Team:

Write to us:
Customer Services
TOR, Saint-Cloud Way

Chat with us: Live Help – available between 8am-10:30pm seven days a week

Call us: 0800 083 1990 – available between 9:30am - 5:30pm Monday - Friday