Complaints Policy

Complaints Policy

Version: 1.4 Date: 8 October 2026

1. Commitment

Fanteam (operated as "Scout Ltd" for Great Britain (GB) customers and "Scout & Co. Ltd" for non-GB customers, hereafter referred to as "Fanteam"), is committed to resolving customer complaints and disputes promptly, fairly, transparently, and independently. This policy outlines the structured steps for submitting, handling, and escalating complaints.

2. Definitions

• Complaint – expression of dissatisfaction about any aspect of Scout's licensed activities.
• Dispute – complaint about the outcome of a gambling transaction that is not resolved at the first stage.
• ADR (Alternative Dispute Resolution) – independent body that adjudicates unresolved disputes free of charge.

3. How to Make a Complaint

Initial Contact: Fanteam encourages customers to first contact the Customer Support Team as soon as possible to resolve any concerns.

• Email: support@fanteam.com
• Live Chat: Available through our website

To help process the complaint efficiently, please include:

• Full name and username
• Detailed description of the issue (dates, times, relevant bet/game IDs)
• Any supporting evidence (e.g., screenshots, receipts)
• A statement of what you consider a fair resolution

4. Complaints Handling Overview

UK Customers (Scout Ltd, UK Licence)

4.1. Acknowledgement & Timelines

• Acknowledgement within 24 hours.
• Gambling Complaints: Must conclude within 8 weeks.
• Data Protection Complaints: Acknowledged and addressed within 30 days (UK GDPR).

4.2. Internal Escalation

• If unsatisfied with support, customers may request a formal internal escalation.
• Complaints will be reviewed by relevant Management.
• Fanteam will issue a "Final Response" letter outlining the final decision.

4.3. Alternative Dispute Resolution (ADR)

Independent Betting Adjudication Service (IBAS)

• Role: Independent adjudication.
• Website: www.ibas-uk.com
• Email: adjudication@ibas-uk.co.uk
• Address: PO Box 62639, London EC3P 3AS, UK
• Status: ADR decisions may result in a resolution which, if accepted by you, becomes binding on both parties.

4.4. Legal Rights

Important: Participation in an ADR procedure does not restrict your right to bring proceedings against the company in any court of competent jurisdiction.

4.5. Reporting to the Regulator

Customers may report to the UK Gambling Commission if they believe Fanteam breached licence conditions.

• Website: gamblingcommission.gov.uk

Non-UK Customers (Scout & Co. Ltd, MGA Licence)

4.1. Acknowledgement & Timelines

• Acknowledgement within 24 hours.
• Standard Resolution: Within 10 days.
• Extension: If the complaint is complex, this period may be extended by a further 10 days. You will be notified of the extension and the reasons why it is warranted.

4.2. Internal Escalation

• If unsatisfied with support, customers may request a formal internal escalation.
• Complaints will be reviewed by relevant Management.
• Fanteam will issue a "Final Response" letter outlining the final decision.

4.3. Alternative Dispute Resolution (ADR)

eCOGRA

• Role: MCCAA-approved ADR provider.
• Website: www.ecogra.org
• Dispute form and procedures: ecogra.org/alternative-dispute-resolution/
• Address: The Core, Valley Road, Msida, MSD9021, Malta
• Status: Decisions are binding on the operator (subject to Small Claims limits).

4.4. Legal Rights

Important: Participation in an ADR procedure does not restrict your right to bring proceedings against the company in any court of competent jurisdiction.

4.5. Reporting to the Regulator

Customers may lodge complaints with the MGA Player Support Unit (PSU) specifically if the service is unlawful, unsafe, or unfair.

• Website: mga.org.mt

5. Recordkeeping

All complaint records are maintained for a minimum of 5 years after the end of the business relationship. Each record includes:

• Submission date & acknowledgement date
• Customer account identifier
• Complaint description & category
• Investigation pause(s) ("clock-stop")
• Final decision date
• ADR referral & outcome (if any)
• Court proceedings adverse to Scout (if any)

Records are made available to regulatory authorities upon lawful request.