Complaints Policy

If there is an issue that has left you dissatisfied, we encourage you to communicate it to the appropriate channels so that we can address the matter.

COMPLAINT HANDLING AND DISPUTE RESOLUTION PROCESS

Kindly get in touch with us promptly. Initially, our Customer Service Team is available to assist, aiming to provide a swift resolution. Upon receipt of your complaint, we will contact you within 5 working days for further discussion. If your concern pertains to a product-related matter after its arrival, please contact our Customer Service team. We will request essential information and photographs illustrating the issues.

Email: sales@wiseguysgaming.co.uk

COMPLAINTS RELATED TO FINANCE AGREEMENT

If your complaint concerns the finance associated with your purchase, please inform us, and we will forward it to your credit will acknowledge and thoroughly investigate your complaint, providing a response within eight weeks. If dissatisfied with the credit providers response, you may refer the matter to the Financial Ombudsman Service within six months of the credit providers final response.

Contact the Financial Ombudsman Service:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

• Telephone: 0300 123 9 123

• Email: complaint.info@financial-ombudsman.org.uk

More details are available on their website: www.financial-ombudsman.org.uk

ESCALATING THE COMPLAINT

If our response does not meet your satisfaction, raise the matter with the person handling your enquiry, as they are best placed to help you understand the response given. For a further review of your complaint, email complaints@wiseguysgaming.co.uk

If dissatisfied with our decision and seeking to escalate the complaint further, you can contact Consumer Dispute Resolution Limited (CDRL), a free, independent service for resolving disputes. You can refer your complaint to CDRL at any time, but they will require our consent to investigate complaints where:

• We haven't had the chance to rectify the issue.

• We haven't exceeded the relevant timescale.

Online: www.cdrl.org.uk

Office Hours: Monday to Friday: 9 am – 5.30 pm

Write to:

CDRL

12-14 Walker Avenue

Stratford Office Village

Wolverton Mill

Milton Keynes

MK12 5TW