We aim to acknowledge every complaint within one working day. Straightforward matters (typo, outdated figure) get resolved inside three working days. Contested facts (a disputed bonus term, a claim we can no longer verify) go through a two-editor review and receive a written outcome within ten working days. If the ten-working-day deadline for a contested-facts complaint is likely to be missed (usually because the operator we are checking against is slow to respond), we send a written update on day seven with the expected new deadline. Silence never counts as a resolution. For matters that fall outside our own remit — an operator that has failed to honour a bonus, for example — we can point you at the correct escalation route (typically the operator's UKGC-approved ADR provider, listed at the bottom of their site). We cannot represent you in that process, but we can review your correspondence and flag any procedural weaknesses before you file.
We can correct errors, add clarifications with an 'Updated' stamp, publish right-of-reply from operators mentioned in a review, and — where a review has caused demonstrable harm and cannot be corrected — remove the article entirely with a public note explaining why. What we cannot do: intervene in operator disputes, refund losses, force an account unlock, or override a UKGC-approved ADR ruling. We keep a public transparency log of complaints resolved each quarter — anonymised by default — so readers can see the shape of what we hear and how it was handled. That log is linked from the Editorial Policy page. Where an article has been withdrawn entirely, we replace the URL with a signed public note explaining why, rather than allowing a broken link. That note stays live indefinitely — the transparency archive is part of our permanent record, not an accessory to it.
Send the complaint to [email protected] with 'Complaint' in the subject, or by post to Wintergate Media Ltd, 125 Colston Avenue, Bristol BS1 7ZG. Include: the URL of the page in question, the paragraph or figure you dispute, and evidence you have available (screenshots, operator statements, correspondence). If you are unhappy with our final response, you can escalate to IMPRESS, the UK press regulator we accept oversight from, at impress.press. If your complaint concerns a specific paragraph or figure, please copy that paragraph into the email verbatim rather than paraphrasing it — this saves a round trip when the paragraph has been edited or moved since you read it. Please include the browser and device you used to view the page, since some complaints turn out to be caching issues rather than editorial errors — a hard refresh (Ctrl-F5 or ⌘-Shift-R) can sometimes resolve a discrepancy before it needs formal handling. If you attempted a refresh and the issue persisted, please say so in the email; that saves us asking.
If our final response does not resolve your complaint, escalate to IMPRESS (the UK press regulator we voluntarily submit to) at impress.press. IMPRESS handles complaints at no cost to the complainant and can order corrections, apologies or removals independently of us. You do not lose any right to also pursue the matter through the courts, and IMPRESS involvement does not pause a defamation clock — take independent legal advice on that separately if you need to.