- Purpose of This Document
This document sets out the contact and support procedures applicable to Grosvenor Casino Southport. It describes the channels through which customers, members of the public, and third parties may submit enquiries, raise concerns, or lodge formal complaints.
This document is not a promotional or product description. It serves as a reference for individuals seeking to communicate with Grosvenor Casino Southport in relation to operational, regulatory, or account-related matters.
- General Contact Channels
Grosvenor Casino Southport maintains contact channels for general enquiries, account-related questions, responsible gambling matters, and formal complaints. Users are advised to select a channel that is appropriate to the nature and urgency of the enquiry.
Enquiries may be directed through the following routes:
- In person at the venue premises during operational hours, for general questions and for requesting a copy of the complaints policy.
- In writing or via electronic communication, for matters that require a documented record. Written enquiries should include the user’s full name, account reference where applicable, and a clear description of the matter.
- By telephone, where a dedicated line is available and subject to published support hours. Calls relating to account matters, responsible gambling, or formal complaints should be clearly identified as such at the outset of the call.
- Complaints Procedure
3.1 Initial Submission
Customers who wish to raise a formal complaint must first submit the complaint directly to Grosvenor Casino Southport using the channels described in Section 2. Complaints may be submitted in person at the venue, in writing, or through any other contact route made available by the venue.
When submitting a complaint, the customer should provide:
- Full name and contact details
- Date and nature of the incident or issue
- Any relevant account or transaction reference
- A clear statement of the outcome sought
3.2 Internal Review Period
Upon receipt of a formal complaint, Grosvenor Casino Southport will acknowledge the submission and initiate an internal review. In accordance with the requirements set by the UK Gambling Commission, the operator has up to eight weeks from the date of receipt to resolve the complaint and communicate the outcome and any available next steps to the customer.
During this period, the customer may be contacted for additional information. Customers are expected to respond to such requests within a reasonable timeframe to avoid delays in the review process.
3.3 Outcome Notification
Once the internal review is complete, Grosvenor Casino Southport will communicate the outcome in writing. The notification will include:
- The decision reached
- The reasoning applied
- Information regarding further escalation options if the customer remains dissatisfied
- Escalation to an Alternative Dispute Resolution Provider
If a customer is not satisfied with the outcome of the internal complaints process, or if the complaint has not been resolved within eight weeks of submission, the customer may be eligible to escalate the matter to an Alternative Dispute Resolution (ADR) provider.
Escalation to an ADR provider is only available once the internal complaints process has been completed or the eight-week period has elapsed without resolution. Customers who have not first engaged with the operator’s complaints procedure will not be eligible to proceed directly to ADR.
The identity of the ADR provider approved in connection with Grosvenor Casino Southport is available upon request and will be specified in the outcome notification issued at the conclusion of the internal review.
- UK Gambling Commission
The UK Gambling Commission is the statutory regulator for gambling in Great Britain. The Commission does not act as an ADR provider and does not adjudicate individual customer disputes.
Customers may, however, contact the Gambling Commission if they consider that an operator has breached its licence conditions or failed to comply with regulatory requirements.
The Gambling Commission publishes guidance on how to complain about a gambling business and how to escalate matters through the appropriate channels. This guidance is available on the Commission’s official website at gamblingcommission.gov.uk.
- Responsible Gambling Enquiries
Customers who wish to raise matters related to responsible gambling, including requests for self-exclusion, account restrictions, or access to support information, should contact Grosvenor Casino Southport directly using the channels described in Section 2. Such requests are treated as priority communications and handled in accordance with the operator’s responsible gambling obligations under its licence.
Customers seeking independent support may also contact national organisations, including GamCare and BeGambleAware, which operate independently of the operator.
- Third-Party and Press Enquiries
Enquiries from third parties, including media representatives, regulatory bodies, or legal representatives, should be directed in writing to Grosvenor Casino Southport. Such correspondence should clearly identify:
- The nature of the enquiry
- The organisation or individual submitting it
- Any relevant reference numbers or timeframes
Response timelines for third-party enquiries may differ from those applicable to customer support communications.
- Accuracy of Contact Information
Grosvenor Casino Southport reserves the right to update its contact details, support hours, and communication channels. Before submitting correspondence, users are advised to verify current contact information directly with the venue or through the official Grosvenor Casinos website.
Grosvenor Casino Southport does not accept responsibility for communications sent to outdated, incorrect, or unofficial contact addresses.