This page sets out the official contact procedures for Grosvenor Casino Coventry. It describes how customers may make contact, what information should be provided when submitting an enquiry or complaint, and how unresolved matters may be escalated in line with applicable regulatory requirements.
1. How to Contact Grosvenor Casino Coventry
Grosvenor Casino Coventry maintains customer support channels for general enquiries, account-related questions, and formal complaints. Customers are required to use the official contact channels listed on this page. The company does not accept responsibility for communications sent through unofficial or third-party channels.
To allow efficient processing of any enquiry or complaint, customers should provide:
- Full name as registered on the account
- Account reference number or registered email address
- A clear description of the matter, including relevant dates, times, and amounts where applicable
- Copies of any supporting documentation
Failure to provide sufficient information may result in delays in processing the enquiry or complaint.
2. Available Contact Methods
Grosvenor Casino Coventry provides the following contact methods for customer support.
2.1 In-person enquiries
Customers may attend the casino premises in person during operating hours to raise enquiries directly with a member of staff. Staff at the venue are authorised to handle general enquiries and to direct customers to the appropriate department for more complex matters.
2.2 Written correspondence
Formal written correspondence, including complaints, may be submitted in writing to the registered address of Grosvenor Casino Coventry. Written submissions should include all relevant details as described in Section 1. Receipt of written correspondence will be acknowledged within a reasonable timeframe.
2.3 Electronic contact
Where an electronic contact form or email address is made available on the official Grosvenor Casino Coventry website or at the venue, customers may use these channels to submit enquiries or complaints. Customers should retain a copy of any electronic communication submitted to the company.
3. Complaints Procedure
Grosvenor Casino Coventry operates a formal complaints procedure in accordance with the requirements of the UK Gambling Commission. Customers who wish to raise a complaint are required to follow the steps set out in this section.
3.1 Step one - submit a complaint directly to the company
All complaints must first be submitted directly to Grosvenor Casino Coventry using one of the contact methods described in Section 2. The complaint must include:
- A full description of the issue
- The date and time the issue occurred
- Any relevant account details or transaction references
- Copies of any communications or evidence relating to the matter
Receipt of the complaint will be acknowledged and a response provided within a reasonable period. In accordance with UK Gambling Commission guidance, gambling businesses are expected to resolve complaints within eight weeks of the date of receipt.
3.2 Step two - internal review
If the initial response does not resolve the matter to the customer’s satisfaction, the customer may request that the complaint be reviewed at a senior level within Grosvenor Casino Coventry. The customer should clearly state that an escalated internal review is requested and provide any additional information considered relevant.
3.3 Step three - Alternative Dispute Resolution
If a complaint remains unresolved after completion of the internal complaints procedure, or if eight weeks have elapsed since the complaint was submitted without a satisfactory resolution, the customer may escalate the matter to an approved Alternative Dispute Resolution (ADR) provider. Grosvenor Casino Coventry will provide details of the relevant ADR provider upon request or within the final response to a complaint.
Customers may also use the free online tool Resolver to assist in submitting and managing complaints to gambling businesses. Resolver is an independent third-party service and is not operated by or affiliated with Grosvenor Casino Coventry.
3.4 Regulatory escalation
Customers who consider that Grosvenor Casino Coventry has failed to comply with its regulatory obligations may contact the UK Gambling Commission directly. The Gambling Commission does not adjudicate individual disputes between customers and operators but may investigate matters of regulatory concern. The Gambling Commission’s contact details are available on its official website at www.gamblingcommission.gov.uk.
4. Responsible Gambling Support Contacts
Grosvenor Casino Coventry operates in line with responsible gambling requirements. Customers who are concerned about their own gambling or the gambling of someone they know may contact the following national support services:
- National Gambling Helpline (England and Scotland): 0808 8020 133
- National Gambling Helpline (Wales): 0808 2819 265
These helplines are free of charge, confidential, and operated independently of Grosvenor Casino Coventry.
5. Response Timeframes
The following general timeframes apply to customer communications:
Enquiry type - Expected response timeframe
- General enquiry (written or electronic) - Within 5 working days
- Formal complaint acknowledgement - Within 5 working days of receipt
- Formal complaint resolution - Within 8 weeks of receipt
- Request for escalated internal review - Within 14 working days
These timeframes represent standard expectations and may vary depending on the complexity of the matter. Where a delay is anticipated, the customer will be notified where possible.
6. Accuracy of Information Provided
Customers are responsible for ensuring that all information provided to Grosvenor Casino Coventry through any contact channel is accurate and complete. Providing false, misleading, or incomplete information may affect the ability to process an enquiry or complaint and may have consequences under the terms and conditions applicable to the customer’s account.
7. Updates to This Page
The contact information and procedures set out on this page are subject to change. Customers are advised to refer to the current version of this page before submitting any enquiry or complaint. The most recent version of this document is made available on the official Grosvenor Casino Coventry website and at the venue.