Consultation response

Changes to LCCP on ADR, CI and RET contributions

A summary of the responses to our consultations on changes to LCCP requirements for customer interaction and alternative dispute resolution (ADR) providers.

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Published
31 July 2019

Last updated
27 July 2023 - Changes

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Contents

• Changes to LCCP on ADR, CI and RET contributions

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• Executive Summary
• Introduction
• Alternative dispute resolution
• Customer interaction
• - Introduction
• - Consultation proposal
• - Proposed changes to Social responsibility code 3.4.1 (1a)
• - Proposed changes to Social responsibility code 3.4.1 (1c)
• - Proposed changes to Social responsibility code 3.4.1 (2)
• - Our proposal to remove ordinary code 3.4.2
• - Amended Social Responsibility Code 3.4.1 Customer Interaction
• Research, Prevention and Treatment contributions
• Appendix A: Amended social responsibility code of practice 6.1.1 – complaints and disputes
• Appendix B: Amended social responsibility code of practice 3.4.1 – customer interaction
• Appendix C: Amended social responsibility code of practice 3.1.1 – combatting problem gambling

Appendix A: Amended social responsibility code of practice 6.1.1 – complaints and disputes

Social responsibility code provision 6.1.1 - amended version will come into force on 31 October 2019
Complaints and disputes

All licences (including ancillary remote licensees) except gaming machine technical and gambling software licences

In this Code, ‘ADR entity’ means

1. a person offering alternative dispute resolution services whose name appears on the list maintained by the Gambling Commission in accordance with The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and,
2. whose name appears on the list of providers that meet the Gambling Commission’s additional standards found in the document ‘Alternative dispute resolution (ADR) in the gambling industry – standards and guidance for ADR providers’.

Both lists are on the Commission’s website and will be updated from time to time.

The existing paragraphs of this section of the LCCP will be unchanged.

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ADR-CI-RET response: Summary of consultation responses: Research, Prevention and Treatment contributions Next section
ADR-CI-RET response: Appendix B: Amended social responsibility code of practice 3.4.1 – customer interaction

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Last updated: 27 July 2023

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