12.1 Any Player wishing to make a complaint or who has a dispute should email info@colossusfantasy.com (or call our Customer Service team using one of the telephone numbers provided on the Site or App) stating the details of your complaint. You can also raise a complaint with us via the online Resolver tool or any other channel through which we communicate generally with Players, such as ‘live chat’ or Twitter. We will acknowledge your complaint/dispute promptly by the same medium of communication through which you brought the matter to our attention.
12.2 If having dealt with our Customer Service team you are not satisfied, you can ask for the matter to be escalated to our Management team. They will re-examine your query and seek to resolve it as soon as is reasonably possible. We will endeavor to resolve the matter within 14 days from the point at which we have been supplied by you with all relevant information and in all cases we will communicate to you a decision on the matter within 8 weeks from the bringing by you of the complaint.
12.3 Should you be dissatisfied with the answer provided by Management, Colossus Fantasy will schedule a video conference meeting to discuss the dispute and seek to take active steps towards resolution.
12.4 Should you still be dissatisfied with the outcome of the internal resolution, and should the matter relate to a Contest dispute, you are entitled to contact JAMS, who are Colossus Fantasy’s Alternative Dispute Resoltion (“ADR”) provider.. Full details of what JAMS can offer in these circumstances can be found on the JAMS website: www.jamsadr.com. Please note that whilst JAMS will not apply any charges to you for raising a dispute with them, JASMS may require that you have first sought to resolve your dispute directly with us, before contacting them.
