BoyleSports Complaints and Dispute Resolution Process
At BoyleSports, we take all complaints and disputes seriously. Our dedicated team is fully committed to addressing any concerns you may have in a fair, transparent, and timely manner.
Resolution Timeline
We aim to resolve your complaint within 7 working days. However, depending on the complexity of the issue, it may take up to 8 weeks to provide a final response.
Initial Steps
Before proceeding with a formal complaint, we encourage you to explore the following resources, which may provide immediate answers to your queries or concerns:
- BoyleSports Customer Service Team
- BoyleSports Retail Staff (for retail-related concerns)
- FAQs
- Terms & Conditions
- Rule Book
- Privacy Policy
How to Raise a Complaint
If your issue remains unresolved after consulting the above options, you can formally submit your complaint through the following channels:
- Email: care@boylesports.com
- Live Chat: Available below this FAQ
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Phone:
- Freephone ROI: 1800 22 00 66
- UK: 0800 22 00 66
- International: +353 42 60 41 800
- Resolver: https://www.resolver.co.uk
- Mail: BoyleSports Customer Services, Finnabair Industrial Park, Dundalk, Co. Louth.
How will we communicate with you?
Your staged complaint process will be handled via email to provide an audit trail for both parties, unless otherwise specified (e.g. accessibility issues).
How will your complaint be handled?
Acknowledgment: Once your complaint is logged, you will receive an acknowledgment email from customerdisputes@boylesports.com within 24 business hours. This marks the start of the formal complaint process.
- Stage 1 Complaint: We strive to provide a resolution within 7 working days. If you are not satisfied with the outcome, you will be informed via email whether your complaint will advance to Stage 2 or if a final response along with an Alternative Dispute Resolution (ADR) provider referral will be provided.
- Stage 2 Dispute: If your complaint progresses to Stage 2, a response will be issued within an additional 7 working days, following further internal review. Should the resolution offered remain unsatisfactory, your complaint may proceed to Stage 3 or receive a final response with an ADR referral.
- Stage 3 Dispute: If your complaint progresses to Stage 3, a response will be issued within an additional 14 working days to allow for further internal review to try to find an agreed resolution. Should the resolution offered remain unsatisfactory, your complaint may proceed to Stage 4 or receive a final response with an ADR referral.
- Stage 4 Dispute: In the final stage, a response will be issued within an additional 14 working days to allow for a final internal review by management. If the issue remains unresolved, a final deadlock response will be issued, after which BoyleSports will consider the matter closed. You will be referred to the appropriate ADR provider or regulatory body, depending on the nature of the dispute.
What happens next if I am still dissatisfied with the final deadlock response?
Alternative Dispute Resolution Service:
The Independent Betting Adjudication Service (IBAS) is the chosen Alternative Dispute Resolution provider for BoyleSports. IBAS offers a free service for disputes related to betting and gaming transactions. Please note IBAS does not address service-related issues. Visit https://ibas-uk.com/ for more information.
Non-Great Britain Registered Customers:
You may escalate your concerns to the Gibraltar Gambling Division. BoyleSports fully cooperates with their investigations and complies with their rulings. Visit www.gibraltar.gov.gi/remotegambling for more information.
Great Britain Registered Customers:
Great Britain -based customers can escalate their concerns to the Gambling Commission of Great Britain, which oversees relevant inquiries. More information is available at www.gamblingcommission.gov.uk.
Commitment to Transparency and Compliance
BoyleSports adheres to the decisions made by IBAS and relevant Gambling Commissions. To ensure a thorough review, it is essential that you provide all relevant facts related to your complaint.
If you need to get in touch with BoyleSports customer service, we provide three recommended options:
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Click Here (Recommended) : For non-urgent inquiries, use our webform. Fill out your name, email address, and a brief message outlining your question or concern. Our customer service team will respond promptly. Alternatively our email can be used care@boylesports.com to submit your query to our support team.
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Chat: Our live chat service is available 24/7 and offers the quickest and easiest way to reach us. Just click on the "Live Chat" button at the bottom of this page, and our customer service team will be there to assist you.
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Call: You can also call us directly 24/7 by phone:
- For calls within Ireland, dial 1800 220 066
- UK & Northern Ireland callers can dial 0800 220 066
- International callers can reach us at +353 42 604 1800