Complaints Policy

1. Introduction

At BOTB.com, we are committed to providing exceptional service and ensuring a positive experience for all our participants. We value feedback and recognize the importance of addressing any concerns promptly and fairly. This policy outlines our approach to handling complaints in line with best practices.

2. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether oral or written, about our services, actions, or lack thereof. If there is any uncertainty about whether a communication constitutes a complaint, we will treat it as such to ensure thorough consideration.

3. How to Make a Complaint

You can submit complaints through the following channels:

- Email: info@botb.com with the Subject: “Official Complaint”

- Post: 2 Plato Place, 72-74 St Dionis Road, London, SW6 4TU, United Kingdom

4. Complaints Handling Procedure

Upon receipt of a complaint, we will commence an internal investigation that may involve gathering relevant information, speaking with involved parties, and reviewing pertinent records.

We aim to provide a response to your complaint within 15 working days of acknowledging the complaint. If more time is required, we will inform the complainant, explaining the reasons for the delay and providing a timeline.

5. Confidentiality

All complaints are handled with the utmost confidentiality, in accordance with our Privacy Policy and relevant data protection laws.