Complaints Procedure

Regal Gaming endeavours to provide a high-quality service to its customers and members of staff are trained on how to deal with complaints at the initial stage. However, if you believe that things have gone wrong and your complaint was not resolved to your satisfaction, then please inform us as we take such reports seriously. Regal Gaming will review your complaint

How to make a complaint

Complaints, which we will deal with confidentially, should be submitted in writing, by letter or e-mail.
Give as much detail as possible including details of independent witnesses and any other relevant information in order to assist the Company in the investigative process.
Complaints should be raised within 6 months of the incident.

Email Address: complaints@regalgaming.co.uk

Written requests to:

Regal Gaming Technologies

Andrew Bell

139 Brookfield Place
Walton Summit
Bamber Bridge
Preston
PR5 8BF

What happens next?

Regal will acknowledge receipt of your complaint within 3 working days.
Regal will investigate and provide a full explanation of what we have done within 8 weeks of receiving a complaint.
- If the investigation can’t be resolved within 8 weeks, we will explain why and give a date by which a full response can be expected.
- All complaints, that we deal with will be dealt with confidentially
- Should the complaint not be resolved between us we will provide a ‘deadlock’ or final outcome letter that you may need if “the venue” goes to Alternative Dispute Resolution (ADR)
- If you are not satisfied with our response. We will also supply the ADR information.
If you are still not satisfied with our response to the complaint, you may consider contacting the ADR entity this company is registered with requesting that the matter be reviewed, and submitting all previous correspondence relating to your complaint, including the ‘deadlock’ letter referred to above.
The ADR entity will acknowledge receipt of your correspondence without undue delay and, after review, inform you of its findings and recommendation usually within a maximum of 90 days. The review process is thorough and based upon the information that both parties and other independent sources provide.