We aim always to provide exceptional levels of customer service and absolute fairness to our players. We take complaints very seriously and our complaints procedure is rigorous and objective. We will try to resolve your concerns whenever possible.
If you have any cause to complain about our website or services, please notify us as soon as possible (and within 6 months of the incident) by contacting our Customer Care Team on +44(0)1384 888100.
You can also write to us at:
In Touch Games Ltd, Fountain House, Great Cornbow, Halesowen, West Midlands, B63 3BL, England
Or email us at:
We will require the following details to log the complaint:
- Your Mobile telephone number
- Your Full name
- Your Date of Birth
- Your Full address and post code.
We will also require a security check to be completed at this stage.
Your full name and mobile telephone number should then be quoted in all correspondence with us relating to your complaint.
If your complaint cannot be resolved by talking to our Customer Care Team, we will escalate your complaint to a Team Leader. Our Team Leader will then investigate and advise you of the outcome. We aim to provide this within 48 hours.
If you remain unsatisfied, we can escalate the complaint through our internal processes, or you can email us at Complaints@pocketwin.co.uk
Our complaints process will take no longer than 8 weeks from the date of your complaint, and we will provide you with updates within that time.
If you are not satisfied with our response within this period or the complaint remains unresolved, it will be escalated to our Complaints Team Manager, who will notify you of our final position in writing.
At this point you will then able to escalate your complaint to, our independent ‘Alternative Dispute Resolution’ service, IBAS, using the following details:
Address: PO BOX 62639, London, EC3P3AS, United Kingdom,
Phone: 020 7347 5883