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Complaints and disputes: procedural, information provision and reporting requirements

Guidance to licensees’ on policies, procedures and controls for handling customer complaints.

2 - Defining complaints and disputes

For the purposes of this advice note and for social responsibility code provision 6.1.1, ‘complaint’ means an expression of dissatisfaction, whether spoken or written, about any aspect of the way the licensee conducts their licensed activities.

For example, a complaint:

  • about the outcome of a gambling transaction
  • about the way a gambling transaction has been managed
  • that concerns the way the licence holder carries out its business in relation to the three licensing objectives.

Customers may also complain about commercial matters, such as the quality of the licence holder’s facilities. Where such complaints do not pose a risk to the three licensing objectives, they are not within the scope of what we oversee. The licence holder should decide how best to resolve such complaints.

‘Disputes’ in this advice note and for the purposes of social responsibility code provision 6.1.1 are those complaints that are about the customer’s gambling transaction (including management of the transaction) and have not been resolved at the first stage of the operator’s complaints procedure. For example, disputes may include those linked to the application of bonus offers or to other terms and conditions, account management, or the ability to access funds and winnings.

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1 - The purpose of this guidance
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3 - Complaints handling requirements
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