Esporting
All policies
Compliance

Complaints Procedure

How to raise a complaint and what to expect from us.

Last updated: 19 May 2026Applies to: Anyone wishing to make a complaint about Esporting or any service we provide.

We take complaints seriously. This procedure sets out how to raise one and what we will do in response.

1.Stage 1 — Informal resolution

Email hello@esporting.co.uk describing the issue. We aim to acknowledge within 2 working days and resolve within 10 working days.

2.Stage 2 — Formal complaint

If unresolved, write to [Complaints Officer, Esporting Ltd, registered office]. We will acknowledge within 5 working days and issue a written response within 20 working days.

3.Stage 3 — Escalation

  • Data protection issues — Information Commissioner's Office (ico.org.uk).
  • Consumer issues — Citizens Advice consumer service.
  • Safeguarding — your Local Authority Designated Officer or the NSPCC helpline 0808 800 5000.

4.Records

We keep a confidential complaints register, reviewed quarterly to drive improvements.

Questions about this policy?

legal@esporting.co.uk