Dispute Resolution

Our aim is to offer you the greatest customer experience possible. We want to ensure that all of our customers are fully satisfied with the products and service we offer. However, we recognise that there are those rare occasions where we have not been able to meet your expectations. If you are not happy with the service provided you can raise your query with our Customer Services team.

You can contact the Customer Services (CS) team via Live Messenger here or by sending a direct message on the “AskPaddyPower” Twitter page, where you will be able to discuss your query or issue with one of our CS Agents.

If, after raising your issue with our CS teams, you still remain dissatisfied with the outcome, your query will be considered a complaint, and you will be able to escalate your complaint to our Complaints team.

The outcome of any issue shall be communicated to you within 10 days from the date on which the complaint was received, provided that in certain cases for UK customers, we can extend this response time up to 8 weeks at our discretion. Following such applicable time period, in any circumstances where you remain dissatisfied by the final outcome of the investigation, then you can raise your dispute or complaint with IBAS as per the process below.

For a step by step outline of Paddy Power’s internal escalation process, please click here.

UK Registered Customer Complaints and Disputes

This section relates to all UK registered customer disputes in respect of your general use of our betting and gaming services, and any complaint relating to an aspect of the provision of our gaming services being potentially unlawful, or conducted in a manner which is not safe, fair or transparent.

If you remain dissatisfied by the final outcome of the investigation, and still wish to pursue a dispute or complaint (UK only) related to betting, gaming or account transactions, then you can ask IBAS (The Independent Betting Adjudication Service) to investigate. IBAS is a third-party organization offering independent adjudication in relation to betting and gaming disputes. IBAS will not charge you for use of their service.

To raise your dispute or complaint with IBAS, you will need to request a Deadlock Email from our Customer Champion team. This email will outline the full details of your dispute or complaint and will include a unique reference number that must be quoted when submitting a dispute or complaint with IBAS. You can then submit your dispute or complaint to IBAS here.

Non-UK Registered Customer Complaints

If you remain dissatisfied by the final outcome of the investigation, and still wish to pursue a dispute or complaint related to betting, gaming or account transactions, then you can ask eCOGRA to investigate. eCOGRA is a third-party organization offering independent adjudication in relation to betting and gaming disputes. eCOGRA will not charge you for use of their service

To raise your dispute or complaint with eCOGRA, you will need to request a Deadlock Email from our Customer Champion team. This email will outline the full details of your dispute or complaint and will include a unique reference number that must be quoted when submitting a dispute or complaint with eCOGRA. You can then submit your dispute or complaint to eCOGRA here.

You may also use the European Commission’s Online Dispute Resolution platform (available here) as an alternative to eCOGRA. However, by doing so you will be directed to the relevant national arbiter, who will themselves be asked to direct to eCOGRA, prolonging the dispute resolution process.

For non-UK customers only, if you have a complaint relating to an aspect of the provision of our gaming services being potentially unlawful, or conducted in a manner which is not safe, fair or transparent, and you remain dissatisfied by the final outcome of the investigation, then you can ask the MGA (Malta Gaming Authority) to investigate. You can submit your dispute to the MGA here.

Alternative Dispute Resolution (ADR) Rulings

Once IBAS or eCOGRA has received all relevant information from Paddy Power and Betfair regarding a customer complaint, it will issue a ruling. ADR rulings are non-binding on the customer, who retains the right to pursue their complaint through the court system irrespective of the outcome. However, the ADR ruling is binding on Paddy Power and Betfair up to the value of £10,000 for UK customers and €5,000 for non-UK customers. For complaints exceeding these thresholds, Paddy Power and Betfair also retains the right to pursue the matter through the court system.

If the ADR ruling is in favor of the customer, the CS team will contact the customer directly to confirm their acceptance of the payout outlined in the ruling. Payouts will only be processed once the customer has confirmed acceptance of the ADR ruling.

After the ADR ruling when the payout is processed, Paddy Power and Betfair will consider the complaint resolved and will not reopen or further investigate the matter.

Paddy Power's Regulators

If you would like more information about Paddy Power’s regulators please click here.

Retail Customer Complaints

For information on our complaints procedure for retail customers please see our Shop Rules available here.

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