Betfair's Complaints Procedure

We want to give you a great experience with the best service and want to put things right swiftly if something hasn't gone to plan.

Our Service teams are in the best position to speedily deal with your complaint and provide a quick resolution to most queries:

  • Can't access your account
  • Cash Out
  • Bet/Market settlement
  • Verifying your account
  • Exchange queries

You can contact the Customer Services (CS) team and we'll do everything we can to resolve your complaint as soon as you get in touch by clicking the image below.

If you're not satisfied with what's being done to help, you can raise a complaint.

Many of our complaints are resolved speedily by our Service Team although there may be occasions when the complexity of your complaint requires a review and investigation by our Complaints Team.


If you have been in contact with our Service Team and are not satisfied, the Complaint Review Service can help, they will review your complaint with complete impartiality.


You can ask your agent to transfer your contact to the Complaints Team. Alternatively, you can contact our Complaints Team by clicking the button below

Complaints Portal

What can I expect from the Complaint review Service?


Live Chat Contacts: We will begin or investigation immediately. Please have all the information readily available to avoid any delays. There could be times where we are unable to resolve the issue immediately on chat. In these cases, we will terminate the contact to continue our investigation and then we will contact you as soon as possible with an outcome.


Out of hours Contacts: We will acknowledge your complaint and begin our investigation within 24hrs and usually straight away. We’ll want to discuss your complaint with you so let us know when is best for us to contact you.

What are the Complaints Team Operational Hours?

The Complaints Team is available during the following timeframes:

  • Monday to Friday 8am to 8pm UK Time (Live Chat: 9am to 7pm UK Time)
  • Saturday and Sunday 8am to 5pm UK Time

We aim to communicate the outcome to you within 10 working days although we may need to take the full 8 weeks the Gambling Commission allows depending on the complexity to ensure a full investigation.


Our Complaints Code below explains how we'll help if something hasn't gone to plan.

Betfair Complaints Code - UK.pdf
Betfair Complaints Code - ROW.pdf

Where can I obtain more information on the ADR processes? 




You can also visit our Dispute Resolution Page on our terms and conditions for further detail. 

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