Guidance

Complaints and disputes: procedural, information provision and reporting requirements

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

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Published
1 December 2020

Last updated
30 May 2023 - Changes

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Contents

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

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• 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

1 - Introduction

In the Regulations, a key requirement is to make checks on customers, known as customer due diligence or CDD, which is designed to make it more difficult for the casino industry to be used for money laundering, terrorist financing or proliferation financing purposes. CDD is an integral part of the risk-based approach. It involves gathering information about the customer in order for the operator to assess the extent to which the customer exposes it to money laundering, terrorist financing and proliferation financing risks. CDD should be applied on a risk-sensitive basis depending on the type of customer, the business relationship or the nature of the transactions or activity.

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Last updated: 30 May 2023

Show updates to this content

Updated in line with version 3 of the guidance. References to 'proliferation financing' added.