BestSisterSites.co.uk is committed to providing accurate, fair and helpful content. If you are unhappy with any aspect of our site, our content or our conduct, we want to hear about it. This policy explains how to make a complaint and how we will handle it.
What You Can Complain About
Content accuracy: If you believe any information on our site is factually incorrect, outdated or misleading, including sister site relationships, ownership details, licence information, bonus terms or game availability.
Editorial standards: If you believe any content on our site falls below the standards set out in our Editorial Policy, including concerns about fairness, balance or transparency.
Advertising and affiliate disclosure: If you believe any content on our site is not clearly identified as commercial or affiliate content, or if you have concerns about how we disclose our commercial relationships.
Privacy and data: If you have concerns about how we handle your personal data, as described in our Privacy Policy.
What We Cannot Handle Complaints About
BestSisterSites.co.uk is an independent review and comparison site. We do not operate any casinos, betting sites or gambling platforms. We cannot investigate or resolve complaints about individual gambling operators, including disputes about deposits, withdrawals, bonuses, account verification or account closures.
If you have a complaint about a gambling operator, you should contact the operator directly in the first instance. If you are unable to resolve the matter, you can escalate your complaint to the operator’s Alternative Dispute Resolution (ADR) provider, details of which must be published on the operator’s website by law. You can also contact the UK Gambling Commission if you believe an operator is breaching the terms of their licence.
How to Make a Complaint
Please send your complaint by email to complaints@bestsistersites.co.uk. To help us investigate and respond as quickly as possible, please include:
The URL of the page or pages your complaint relates to. A clear description of your concern, including what you believe is wrong and why. Any supporting evidence or references where applicable. Your name and a contact email address so we can respond to you.
How We Handle Complaints
Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
Investigation: We will review the content or conduct in question against our editorial standards and policies. This may involve checking our original sources, consulting third-party data or reviewing our internal processes. Where a complaint relates to factual accuracy, we will verify the information against primary sources including UKGC records, Companies House and operator websites.
Response: We aim to provide a full response within 14 working days of receiving your complaint. If the matter requires additional time to investigate, we will let you know and provide an updated timeline.
Outcome: If we find that your complaint is justified, we will take appropriate action. This may include correcting or updating content, adding clarification or context, removing content that does not meet our standards, or reviewing our internal processes to prevent similar issues in future. If we do not uphold your complaint, we will explain our reasoning clearly.
Escalation
If you are not satisfied with our response to your complaint, you may request a further review by emailing complaints@bestsistersites.co.uk with the subject line “Escalation” and explaining why you believe our initial response was inadequate. Escalated complaints will be reviewed by a senior member of the editorial team.
Record Keeping
We maintain records of all complaints received and their outcomes. This helps us identify patterns, improve our content and ensure we are meeting the standards we set for ourselves.