Complaints and concerns

Who this page is for

This page is for business customers, partners, regulators and other organisations with a complaint about Rectangle Technologies Limited, trading as Rectangle Games, or about our products, services or conduct. It also covers complaints from anyone about how we handle their personal information.

If you are a player

We are a software supplier. We do not provide gambling to the public and do not have players of our own. If you are a player with a complaint about a game or a gambling service, please complain to the operator that provides it first. The operator must have a complaints procedure and, if it cannot resolve your complaint, tell you how to take it to an alternative dispute resolution provider. The Gambling Commission's public register also tells players to complain to the gambling business first. If you want to tell us something about a game, you can write to our registered office, marked FAO Compliance; we will pass relevant technical information to the operator, but we cannot decide player disputes.

How to make a complaint (business customers and partners)

Write to Rectangle Technologies Limited, 3 Warren Yard, Wolverton Mill, Milton Keynes, England, MK12 5NW, marked FAO Complaints. Please include:

• your name, your organisation and how we can reach you;
• a clear description of what has gone wrong, and when;
• any relevant reference, document or title; and
• what you would like us to do about it.

What happens next

1. We will acknowledge your complaint in writing.
2. A person who was not involved in the matter will look into it, where we can arrange that.
3. We will tell you in writing what we found and what we will do about it. If it is complex, we will tell you why and keep you informed of progress.
4. Where a complaint raises a regulatory or legal concern, we may need to tell the Gambling Commission or another regulator.

We keep a record of complaints and what we did about them.

Complaints about personal information

You can complain to us about how we have handled your personal information by writing to the registered office, marked FAO Privacy. We will acknowledge your complaint as soon as we can, and in any case within 30 days, look into it without undue delay, keep you informed of progress and tell you the outcome. You may also complain to the Information Commissioner's Office.

Report misuse of our games

If you see one of our games offered to players in Great Britain by an operator that does not appear to hold a Gambling Commission licence, or used in a way that breaches advertising rules, please tell us (by writing to our registered office, marked FAO Compliance) and, if appropriate, the Gambling Commission.

If you are still not satisfied

If you are unhappy with our response, you can raise your concerns with the Gambling Commission, which regulates our licence. You can find our licence entry on the public register. The Commission does not usually act as an arbiter of individual disputes. Business customers may also have rights under their written agreement with us.