Performance and outcomes of ADR entities, specifically eCOGRA.

Request

I am writing to make a formal request for information under the Freedom of Information Act 2000 regarding the performance and outcomes of approved Alternative Dispute Resolution (ADR) entities, specifically eCOGRA.

I would like to request the following recorded information for the most recent reporting year (or the most recent four quarterly periods available):

1. Total Number of Disputes: The total number of disputes received and processed by eCOGRA for the remote betting and gaming sector.
2. Outcome Statistics by Operator: A breakdown of these disputes showing: The total number of disputes resolved in favour of the consumer. The total number of disputes resolved in favour of the operator.
3. Operator Names: For the statistics requested in point 2, I specifically request that the data include the names of the licensed operators associated with these dispute outcomes.
4. Dispute Category Breakdown: If available, a breakdown of these outcomes by "dispute type" (for example, disputes specifically related to "Bonus Offers" or "Deposit Method Exclusions").

If you are unable to provide the names of individual operators due to specific exemptions, please provide the total statistical data for the requested categories and a clear explanation. of which exemption(s) you are applying

Response

Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).

In your email you have requested the following recorded information for the most recent reporting year (or the most recent four quarterly periods available):

1. Total Number of Disputes: The total number of disputes received and processed by eCOGRA for the remote betting and gaming sector.
2. Outcome Statistics by Operator: A breakdown of these disputes showing:

• The total number of disputes resolved in favour of the consumer.
• The total number of disputes resolved in favour of the operator.
• Operator Names: For the statistics requested in point 2, I specifically request that the data include the names of the licensed operators associated with these dispute outcomes.

3. Dispute Category Breakdown: If available, a breakdown of these outcomes by "dispute type" (for example, disputes specifically related to "Bonus Offers" or "Deposit Method Exclusions")

The Gambling Commission do not collect information directly from eCOGRA in relation to disputes received and processed by them.

However, there is information publicly available on their website. Their latest annual report is here - GREAT BRITAIN GAMBLING COMMISSION QUARTERLY ALTERNATIVE DISPUTE RESOLUTION REPORT (opens in a new tab)

Previous years can be found at the bottom of the page here - Alternative Dispute Resolution Reports (opens in a new tab)

Review of the decision

If you are unhappy with the service you have received in relation to your Freedom of Information request you are entitled to an internal review of our decision. You should write to FOI Team, Gambling Commission, 4th floor, Victoria Square House, Victoria Square, Birmingham, B2 4BP or by reply to this email. 

Please note, internal review requests should be made within 40 working days of the initial response. Requests made outside this timeframe will not be processed.

If you are not content with the outcome of our review, you may then apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have already exhausted the review procedure provided by the Gambling Commission. 

It should be noted that if you wish to raise a complaint with the ICO about the Commission’s handling of your request for information, then you are required to do so within six weeks of receiving your final response or last substantive contact with us.

The ICO can be contacted at: The Information Commissioner’s Office (opens in a new tab), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Information Management Team
Gambling Commission