Should this not be possible we will explain why and provide a date by which you can expect a full response. The National Operations Manager will conduct a thorough review of all the evidence and try to resolve the complaint to the satisfaction of both parties within 15 working days. Ii Relates to the outcome of the complainants gambling transaction
I Is not resolved at the first stage of the complaints procedure and Include your name, postal address and a contact phone number as well as your membership number if you have this to hand.Ī Complaint means a complaint about any aspect of the company’s conduct of the licensed activities, and a dispute is any complaint which: Please provide as much detail as possible, whether it is an original complaint, or a follow up to a reply you were not satisfied with. If you are not satisfied after discussing the matter with your General Manager, please contact Head Office in writing:Īll complaints are taken seriously, investigated thoroughly and handled in a confidential manner. If this cannot be resolved in club, e-mail us at – we aim to respond to you within 48 hours. If you have any comments about your visit please tell us.įirstly, speak directly to the Duty Manager who will do their best to deal with the matter straight away and resolve any concerns you may have. We’re a passionate bunch and want to continuously improve the service we offer to deliver a Majestic experience you’ll want to tell your friends about.
