Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.
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Approved ADR providers

These ADR providers have been approved for the purposes of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and information) Regulations 2015. 

The ADR Regulations specify the information required to be included in the list of approved ADR providers, which can be found by clicking on the approved ADR name in the table below.

Licensed gambling operators are required to use one or more ADR entity which appears on the approved list, and both ADR entities and gambling operators must be fully compliant with the ADR Regulations. 

New standards for ADR providers from 31 October 2018

On 31 October 2018, we introduced some additional standards for ADR providers in the gambling industry. These standards supplement rather than replace the requirements of the ADR Regulations. They include extra standards around:

  • decisions an ADR provider can consider
  • transparency and independence (beyond the requirements of the ADR Regulations)
  • consistency and quality
  • customer service
  • sharing complaints information and data.

Following a consultation we now require licensed gambling operators only to use ADR providers who meet our new standards as well as the requirements of the ADR Regulations.

All of the providers in the list below currently meet our additional standards and the requirements of the ADR Regulations.

Name of approved ADR entity Sector applied forWebsite

 ADR Group

  •  All sectors


Bacta ADR service

  • Adult gaming centre
  • Non-remote Bingo
  • Family entertainment centre
  • Public Houses and Members Clubs


Centre for Effective Dispute Resolution (CEDR )

  • Adult gaming centre
  • Family entertainment centre
  • Lotteries



  • Remote- all sectors


  • Remote - all sectors
  • Adult gaming centre
  • Betting
  • Bingo
  • Lotteries
  • Casinos


Jennifer Gallagher (Lindsays)

  • Lotteries


ProMediate (UK) Limited

  •  All sectors


Tattersalls Committee

  • Betting