Consumer complaints and redress review
We have reviewed the complaints processes in the gambling industry one year after the introduction of the Alternative Dispute Resolution (ADR) scheme.
In 2015, new regulations on alternative dispute resolution (ADR) provision came into effect. Under these, the Gambling Commission became a competent authority for ADR provision in the gambling industry, and responsible for approving ADR providers.
As part of this role, we decided to review how well complaint processes in the industry are working, and whether the changes have had any impact yet. We have now published our review.
This review is part of our work to raise standards in the gambling industry, and to place consumers at the heart of regulation. It is based on information provided by ADR providers, by gambling operators and by consumers.
Our review has shown that currently, the complaints system in the gambling industry is not working for consumers. They have found it difficult to access, time consuming to use, and they question whether it is independent and transparent.
We will be working closely with gambling operators, ADR providers, trade associations and consumers and their representatives to make improvements to the system.