This document sets out the official contact procedures for Grosvenor Casino Brighton Pier Nine. It describes how guests and account holders may reach the venue, how enquiries are handled, and the steps that apply when a formal complaint is submitted. All contact and complaint procedures are conducted in accordance with the requirements of the UK Gambling Commission.
1. General Enquiries
Guests wishing to contact Grosvenor Casino Brighton Pier Nine for general matters should use the contact details published on the official website of the venue. General enquiries may relate to venue access, membership, account administration, or other non-complaint matters.
When submitting a general enquiry, the following information should be included where relevant:
- Full name of the account holder or guest
- Nature of the enquiry
- Relevant dates or reference numbers
- Preferred method of response
Receipt of general enquiries will be acknowledged and a response will be provided within a reasonable timeframe during standard operating hours. Enquiries submitted outside of operating hours will be addressed on the next available working day.
2. Complaint Submission Procedure
Grosvenor Casino Brighton Pier Nine maintains a formal complaints procedure in compliance with UK Gambling Commission requirements. Any guest or account holder who wishes to raise a complaint must follow the steps set out below.
2.1 Step One: Direct Contact
The first step in any complaint is to contact Grosvenor Casino Brighton Pier Nine directly using the published contact details. The complaint should be submitted in writing where possible and must include:
- A clear description of the issue
- The date or dates on which the matter occurred
- Any relevant transaction references, amounts, or account details
- Copies of any supporting documentation or correspondence
A copy of the complaints policy will be provided upon request, including at the premises.
2.2 Step Two: Internal Review
Once a complaint is received, Grosvenor Casino Brighton Pier Nine will conduct an internal review. The venue is required to provide a final response within eight weeks of the complaint being submitted. This timeframe is set by the UK Gambling Commission and applies to all licensed gambling operators in Great Britain.
During the review period, the complainant may be contacted for additional information. All correspondence should be retained by the complainant for reference.
2.3 Step Three: Alternative Dispute Resolution
If a complainant remains dissatisfied following the final response from Grosvenor Casino Brighton Pier Nine, or if no final response has been issued within eight weeks, the matter may be escalated to an approved Alternative Dispute Resolution (ADR) provider. Details of the applicable ADR provider are available in the complaints policy and on the official website.
The UK Gambling Commission does not adjudicate individual disputes between customers and operators. However, the Commission provides guidance on the complaints process and may be contacted if there are concerns about regulatory compliance.
3. Regulatory Contact
The UK Gambling Commission is the regulatory authority responsible for licensing and overseeing gambling operators in Great Britain, including Grosvenor Casino Brighton Pier Nine. Members of the public may contact the Commission directly through its official website or by telephone to raise regulatory concerns or request guidance on the complaints process.
The Commission’s published guidance instructs customers to:
- Contact the gambling business first and follow its internal complaints procedure
- Check the terms and conditions associated with their account or transaction
- Allow the operator up to eight weeks to resolve the complaint before escalating
- Retain all documentation and correspondence throughout the process
4. Responsible Gambling Support
Grosvenor Casino Brighton Pier Nine operates in accordance with responsible gambling obligations set by the UK Gambling Commission. Guests who require support in relation to gambling-related harm may contact the following services:
- GambleAware helpline (England and Scotland): 0808 8020 133
- GambleAware helpline (Wales): 0808 2819 265
These services are independent of Grosvenor Casino Brighton Pier Nine and provide confidential support. Contact details for responsible gambling support are displayed at the venue and on the official website in accordance with regulatory requirements.
5. Documentation and Record Keeping
Grosvenor Casino Brighton Pier Nine retains records of all formal complaints and associated correspondence in accordance with applicable data protection legislation and UK Gambling Commission requirements. Complainants are advised to retain copies of all communications submitted to the venue, including dates, reference numbers, and any responses received.
Where a complaint involves a third-party dispute resolution service or regulatory body, Grosvenor Casino Brighton Pier Nine will cooperate with any information requests made in the course of that process.
6. Accuracy of Contact Information
Contact details for Grosvenor Casino Brighton Pier Nine are published on the official venue website. Guests are advised to use only the contact information available through official channels. Grosvenor Casino Brighton Pier Nine does not accept responsibility for enquiries or complaints submitted through unofficial or third-party platforms where the accuracy of contact information cannot be verified.
Any updates to contact details will be reflected on the official website. Guests are encouraged to verify contact information prior to submitting formal correspondence.