Data Protection Complaints Policy and Procedure

Last updated: 14 May 2026

London.bet understands that there are occasions when things may go wrong, and that you may feel that we have not addressed a data protection concern appropriately or that you may feel that you have not enjoyed the full exercise of your rights and freedoms under the UK General Data Protection Regulation (“UK GDPR”) or General Data Protection Regulation (“GDPR”).

We take your data protection concerns seriously and, accordingly, have in place a process for dealing with complaints about this.

Should you have a complaint about the way we have handled any aspect of data protection, or feel that we have infringed data protection laws, you can make a complaint to our Data Protection Officer at [email protected].

This is the best way to ensure your complaint reaches the appropriate person in a timely manner. Where other members of our team receive a complaint about data protection matters via some other mechanism, they will nonetheless pass this along as appropriate.

When we respond to a data subject access request, or other exercise of data rights, we will include details of how to complain to us within the response.

As noted above, we would ask that complaints be made to the Data Protection Officer. However, should you raise a data protection complaint via social media, the person who receives it will ask for a more secure means by which you can be contacted to address the complaint. This is because, per Information Commissioner’s Office (ICO) guidance, social media is not a secure means by which to do so.

We will acknowledge receipt of your complaint within 30 days of receiving it. For this purpose, the 30-day period begins on the day after we receive the complaint. If the final day falls on a weekend or public holiday, we will acknowledge it by the next working day

Where we will be able to respond to your complaint within thirty (30) days, we will simply do so rather than sending both an acknowledgement and then a final response.

We will take appropriate action to respond to your complaint, including any required investigation, and keep you informed during this process, particularly if there ae any undue delays in responding to the complaint.

We will inform you of the outcome of your complaint without undue delay.

We can deal with any complaint that relates to data protection legislation and requirements, but some examples include:

· Cases in which you are dissatisfied with our response to your data subject access request (DSAR) or another request within which you sought to exercise your data rights;

· Instances in which you have concerns about the data security safeguards which we have in place;

· Any concerns or complaints you may have which relate to how we collected, recorded, used, or retained your personal information.

Should you be complaining about some other aspect of London.bet service, for instance a transaction or general communication with customer service personnel and seek to exercise your data rights in the process, we will not treat this as a data protection complaint.

What this means is that we will not treat, for example, a data subject access request which is made alongside a more general complaint as a data protection complaint.

Should you wish to make a data protection complaint, please let us know and give us details of your complaint so that we can begin addressing in as quickly as possible.

Where we are unsure about your intent, we may ask you to clarify whether you are making a data protection complaint.

Sometimes a complaint may include both data protection issues and wider customer service, account, transaction, gambling, or operational issues. Where this happens, we will identify and handle the data protection element under this procedure. If we can provide an outcome on the data protection element sooner than the wider complaint, we will do so unless there is a justified reason not to.

On occasion, your complaint may relate to a situation where we have not met your expectations due to uncertainty on our behalf that addressing your initial effort to exercise your data rights could result in sharing personal data with a person who should not have it.

In such cases, though we will also ask for this at the time of your initial request in any case, we may request proof of identity if this is what it will take for us to be sure we would not be committing such a breach in satisfying your complaint.

If you make a request on behalf of another person, we will again have to satisfy ourselves that you have the authority to do this. Ordinarily, we will ask for such proof at the time your initial query or request. However, there may be occasions upon which the person making the data protection complaint differs from the person who made initial contact with the request or query. In such cases, we will ask you to prove that you have authority to deal with the complaint ion behalf of the data subject before we fulfil the request.

We may ask you to confirm what your complaint relates to if we are unsure.

We will consider any material held internally and any previous actions in relation to the matter you are raising, and will begin investigating it as soon as we become aware of it.

The amount of time it takes us to issue a final response to your complaint will depend on how complex it is and how much investigation is involved, but we will respond without any undue delay.

We will let you know the outcome of your complaint and, in doing so, explain the steps we have taken to resolve it. If we take any actions following on from the investigation, we will inform you of these at the same time.

Where we believe that we have complied with data protection legislation, we will explain to you how we have arrived at that conclusion.

Should you remain dissatisfied following our investigation, as always you have the right to complain to the Information Commissioner’s Office, who can be contacted at https://ico.org.uk/make-a-complaint/.