The escalation mechanism features an internal assessment by a dedicated complaints team that works autonomously from first-line support. When we expressed discontent with the first outcome, the issue advanced to a supervisor evaluation without demanding us to restate our position. The final response included a note about the Independent Betting Adjudication Service as an third-party mediation alternative, which satisfies the legal obligation for alternative dispute resolution access. This structured approach offers players assurance that pending disputes have a defined path toward unbiased assessment. We deemed the complaints procedure to be transparent and in compliance with UKGC requirements for operator accountability.