The Ritz Club recognizes and supports the Gambling Act 2005’s objectives that all gaming be conducted fairly and openly. There follows information on how to make a complaint to us and what to do if you are not satisfied with our response
While The Ritz Club welcomes feedback from its customers on all aspects of its operations, here ‘complaint’ means specifically a complaint about any aspect of our conduct of the licensed activities, i.e. the gaming. A ‘dispute’ is specifically any complaint that relates to a gambling transaction and which we are unable to resolve at the first stage of the complaints procedure set out below.
The Ritz Club’s complaints procedure has three stages.
Stage 1: If you have any concerns arising from any aspect of our licensed activities, in the first instance you should speak to a pit boss or manager who will seek to resolve the problem for you at the time.
Stage 2: If the pit boss or manager cannot resolve the matter to your satisfaction, you should put your complaint in writing to:
The Director of Casino Operations
The Ritz Club
London W1J 9BS
The Director of Casino Operations will acknowledge your complaint in writing and seek to write to you with an outcome within thirty days.
Stage 3: If the Director of Casino Operations cannot resolve the matter to your satisfaction, you should send your complaint, in writing, to:
The Compliance Director
The Ritz Hotel Casino Limited
3rd Floor, 22 Arlington Street
London SW1A 1RD
Again, the Compliance Director will acknowledge your complaint and seek to write to you with an outcome within thirty days.
If you have been through every stage of The Ritz Club’s internal procedure and remain unsatisfied with the outcome of a dispute, i.e. a complaint that relates to a gambling transaction, you may refer the matter to the Independent Panel for Casino and Bingo Arbitration (IPCA) at the following address:
235 Vauxhall Bridge Road
Neither the IPCA nor The Ritz Club will make any charge to you if the dispute is referred to the IPCA.