The Pools provides a dedicated customer support team that can be reached through multiple channels. For general inquiries, account issues, or questions about your bets, the quickest way to get in touch is via the live chat feature available directly on their website. The live chat is typically accessible from the bottom right corner of the screen during business hours, and agents respond within a few minutes. If you prefer a more traditional method, the support team can also be contacted by telephone. The phone number is listed on the official contact page and is specific to your region, with separate lines for the UK, Ireland, and international callers. The UK line, for example, is a freephone number that operates Monday to Saturday from 9:00 AM to 6:00 PM and Sunday from 10:00 AM to 4:00 PM.
For non-urgent matters or when you need to attach documents, email is a reliable option. The Pools maintains a dedicated customer service email address that is monitored throughout the day. You can send your query to the address shown on the Contact Us page of the website. Make sure to include your account username and a clear description of the issue so that the team can handle it efficiently. Typical response time for emails is within 24 hours during weekdays, though weekends may see slightly longer wait times. It is also recommended to check the FAQ section before emailing, as many common questions about deposits, withdrawals, and rule clarifications are already answered there.
If you need to send physical correspondence or legal documents, The Pools has a registered postal address. The head office is located in the United Kingdom, and the full address is published on the website’s contact page. For corporate or formal communications, you should address your letter to the company’s compliance or legal department. Although postal mail is slower, it remains a valid option for complaints that require a written paper trail. Always keep a copy of your letter and consider using recorded delivery to confirm receipt. The company also encourages customers to use email for faster handling of most matters.
The live chat service is the most immediate way to talk to a real person at The Pools. It is available in English, and the support agents are trained to handle queries related to account verification, payment processing, and bet settlement. The live chat interface is simple and does not require downloading any software. You will be asked to provide your name and email address before starting the conversation. During peak hours, especially on football match days, there may be a short queue, but the system will indicate the estimated wait time. If you lose your internet connection midway, the chat transcript is usually saved, and you can resume later by referencing your case number.
While not a direct support channel, The Pools uses social media platforms to communicate important updates and to answer general questions. Their official Twitter account and Facebook page are monitored by the customer service team. If you send a direct message or a public tweet mentioning the company, you can expect a reply during business hours. However, for account-specific issues like password resets or withdrawal problems, the company recommends using private channels like live chat or email to protect your personal information. Social media is best suited for quick clarification on promotions, game schedules, or website outages.
The Pools takes responsible gambling seriously and provides a separate contact pathway for customers who need help managing their play. You can reach the responsible gambling team via a dedicated email address or phone number that is distinct from the general support line. This team can assist with setting deposit limits, self-exclusion requests, or time-out periods. The contact details for the responsible gambling unit are clearly displayed on the Responsible Gambling section of the website, as well as on the main Contact Us page. If you prefer to speak to an external organisation, the company also lists the contact information for independent support groups such as GamCare and BeGambleAware.
If you are not satisfied with the initial response from customer support, The Pools has a structured complaint handling process. Your first step is to contact the customer service team and ask for a case reference number. If the issue remains unresolved, you can escalate it to the compliance department via a specific email address provided on the website. The company commits to responding to escalated complaints within five working days. In the rare event that the matter is still not settled, you can refer it to an independent alternative dispute resolution (ADR) service, whose contact details are listed on the same page. All escalation contacts are clearly separated from general inquiries to ensure fast tracking.
For regulatory matters or to verify the company’s licences, you can contact the UK Gambling Commission or the relevant licensing authority. The Pools publishes its licence numbers and the regulator’s contact information on the footer of every page of the website. If you need to report a concern directly to the regulator, their website and phone number are provided. This information is not meant for routine customer service but serves as an additional layer of accountability. The Pools also lists the contact details for its data protection officer, whom you can reach regarding privacy-related questions or data subject access requests.
For those who prefer a written record, you can send a formal complaint letter to the company’s postal address. When writing, ensure you include your full name, account number, and a chronological description of the issue along with any supporting evidence, such as screenshots or transaction IDs. Address the envelope to the “Customer Complaints Department” and mark it as “Formal Complaint” to expedite handling. The company advises that you allow up to 14 working days for a written response. If you do not receive a reply within that timeframe, follow up by email or live chat to request an update on your case.
The Pools is committed to providing accessible customer service. If you have a disability or require additional assistance, you can contact the support team via email or live chat and specify your needs. For example, if you need information in a different format, such as large print or easy-read versions, the team will try to accommodate your request. The contact details for accessibility inquiries are the same as the general support channels, but it is helpful to include “Accessibility Request” in the subject line of your email so that the appropriate team member can handle it promptly.
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