Intro

At Midnite, we try and give you the best possible service. Sometimes, we understand that players are unhappy with a decision made, an action taken or anything else relating to your account. Below, we detail out how to make an ‘Official Complaint’, and the detail that comes with it.

How to make a complaint

We ask that you tell us you want to make an ‘Official Complaint’. This helps the team to identify the nature of the conversation.

You are free to make a complaint via any channel, including Chat, Email, During an Outbound phone call and you may make a complaint through any of our Social Media channels. Please note, if you are sending an email, please send this to support@midnite.com

You may make a complaint within 6 months of the specified incident.

How long does the process take?

Once we have received your complaint, we will reply with an acknowledgement within 24 hours. This won’t include any specific detail around your complaint.

We will aim to come back to you with a full response within 15 working days of receiving your complaint. If this is not possible, we will let you know, and we do have up to 8 weeks to send a final response.

Your Complaint

When you are going into detail about your complaint, it is important that you include as much information as possible, with reasons as to why you are making this complaint. It can sometimes help to split these out into paragraphs. This makes it easier for the team to dissect and investigate, ultimately leading to a quicker response time from our end.

Please also include your full name, username and email address within the Complaint.

The Final Response and Alternative Dispute Resolution (ADR)

In our final response, we will address all of your concerns, explaining each point in a simple to digest way. It will not be too complicated for you to understand the decision and the reasons behind it. Please note that after the final response, this is the end of Midnite’s complaint process.

If you are still unhappy with the decision, you are entitled to escalate this to the Alternative Dispute Resolution (ADR). Our third-party dispute resolution provider is IBAS and can be contacted at: adjudication@ibas-uk.co.uk. For further details visit the IBAS website at: www.ibas-uk.com. We would draw your attention to the matters which IBAS will and will not consider here.