Grosvenor asserts that their customer service representatives are always available, emphasizing a 24/7 stance. The options for contacting them are via a phone number 0800 083 1990, the “Send Us a Message” link or the live chat option.
The live chat option is the quickest of the three.
Note that there is a process for complaints. The first stage is Raising your Complaint, where you can discuss your issue with the customer care service representative.
If you are not satisfied with the solution provided, then you can move to the next stage, which is to escalate the complaint internally. In this stage, the issue will be moved to the Club General Manager or the Complaints Team to seek a solution.
Finally, if you are not still satisfied, the company will decide if the next stage is needed. If approved, you can then take the issue to a dispute resolution body such as the Independent Betting Adjudication Service (IBAS).
To save you time, you can go through the Frequently Asked Questions menu to see guidelines for troubleshooting and problem-solving.