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.
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.
Review and, where necessary, update our approach to tackling non–compliance related to fair and transparent terms and practices including the processing of customer withdrawals
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.Previous page
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BP 2023 to 2024 - Strategic Objective 3: Keeping crime out of gambling
Last updated: 3 April 2023
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