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Strategic Objective 2: A fairer market and more informed consumers

Core regulatory activity

Gambling products are required to meet our technical standards, which ensure game rules and transactional information are easily accessible and visible to the consumer. To achieve fairness for consumers some products must be tested by an accredited test house before they are released to the market. General information such as terms and conditions must be accessible and easy to understand to enable informed consumer choice.

We require licensed operators to have appropriate policies and procedures for accepting and handling customer complaints in a timely, fair, open and transparent manner. They must also offer customers the ability to refer disputes free of charge to an Alternative Dispute Resolution (ADR) service which meets the relevant ADR regulations. We actively monitor complaints data for key trends to respond to emerging issues and to inform ongoing policy.

A key focus this year will be to obtain greater insights on the issues that matter to consumers, including from our contact centre’s data, to identify consumer issues and investigate and address any related concerns.

Our internal Fair and Open Working Group is responsible for coordinating and enhancing our work in relation to the Fair and Open licensing objective. The group will help strengthen insights from research, evidence and data to ensure we take account of the interests of all consumers in our policy and regulatory operations.

Strategic deliverables

In addition to our core regulatory work, we will:

Publish initial outputs from the Consumer Voice programme

We have commissioned Yonder Consulting to deliver our Consumer Voice research, which will help us engage a wide spectrum of gambling consumers and embed these learnings into our work.

We will undertake thematic compliance work to ensure consumers have access to fair and transparent terms and are treated fairly including where restrictions are imposed on withdrawals.

Consult on any proposed changes to our Licensing Conditions and Code of Practice (LCCP) in response to the Government’s gambling white paper

We will provide full details of our programme of work following publication of the Government's white paper in connection with the Review of the Gambling Act 2005.

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BP 2023 to 2024 - Strategic Objective 1: Protecting children and vulnerable people from being harmed by gambling
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BP 2023 to 2024 - Strategic Objective 3: Keeping crime out of gambling
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