Guidance

Complaints and disputes: procedural, information provision and reporting requirements

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

---

Published
1 December 2020

Last updated
1 May 2024 - Changes

Document actions
Print or save (opens in new tab)

Contents

• Complaints and disputes: procedural, information provision and reporting requirements

---

• 1 - The purpose of this guidance
• 2 - Defining complaints and disputes
• 3 - Complaints handling requirements
• 4 - Time limits and escalation of complaints
• 5 - ADR requirements
• 6 - Information to customers
• 7 - Information we require

Introduction - Strengthening age verification in premises

On 26 July 2023 we issued our consultation on strengthening age verification in premises. The consultation ran for 12 weeks until 18 October 2023.

We received 279 written responses to the consultation from the following categories of respondents:

• 185 from members of the public
• 35 from individuals responding in a personal capacity who are or have worked in a gambling business
• 13 from gambling businesses
• 12 from charities and/or non-profit organisations
• 12 from academics, responding as individuals
• 9 from licensing authority or other regulator
• 6 from professional bodies including academic organisations
• 4 from trade associations
• 3 from others.

---

Last updated: 1 May 2024

Show updates to this content

No changes to show.