Complaints and Disputes

The Ritz Club recognises and supports the Gambling Act 2005’s objectives that all gaming be conducted fairly and openly and are committed to ensuring that all gaming complaints received are handled fairly, consistently and promptly and that we identify and remedy any recurring or systematic problems, as well as any specific problem identified by the complainant.  

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 Gambling Commission’s licensed activities, i.e. 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 the duty gaming manager who will seek to resolve the problem for you at the time.

Stage 2: If the gaming manager cannot resolve the matter to your satisfaction, you should contact the Director of Casino Operations in person, over the telephone or in writing to:

The Director of Casino Operations

The Ritz Club

150 Piccadilly

London W1J 9BS

Telephone: +44 (0) 20 7499 1818 

The Director of Casino Operations will acknowledge your complaint in writing within 24 hours and seek to write to you with an outcome within fifty-six days.

Stage 3: If the Director of Casino Operations cannot resolve the matter and you remain unsatisfied with the outcome of the 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:


Carlyle House

235 Vauxhall Bridge Road



The Ritz Club will always respond to the IPCA within 10 working days of any request for information. Neither the IPCA nor The Ritz Club will make any charge to you if the dispute is referred to the IPCA.

31st October 2018