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  3. Compliance

Approved Alternative Dispute Resolution (ADR) providers

The following Alternative Dispute Resolution (ADR) providers have been approved for the purposes of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and information) Regulations 2015 (opens in new tab).

The ADR Regulations specify the information required to be included in the list of approved ADR providers.

Licensed operators are required only to use one or more ADR entity which has been approved by us, the designated competent authority for gambling. ADR entities and Licensed operators must be fully compliant with the ADR Regulations.

Standards for ADR providers

We require Licensed operators to only use providers who meet our requirements, as well as those detailed in the ADR Regulations.

Approved providers

The following providers currently meet our requirements and the requirements detailed in the ADR Regulations. Select a provider to read more and find contact details.

ADR providers and their sectors
Provider Sectors
ADR group
  • Adult Gaming Centre
  • Family Entertainment Centre
  • Lotteries
  • Remote (all sectors)
Pegasus ADR Service
  • Adult Gaming Centre
  • Family Entertainment Centre
  • Non-remote bingo
  • Public houses and members' clubs
Centre for Effective Dispute Resolution (CEDR)
  • Adult Gaming Centre
  • Family Entertainment Centre
  • Lotteries
  • Remote (all sectors)
eCOGRA All sectors
IBAS
  • Remote (all sectors)
  • Adult Gaming Centre
  • Betting
  • Bingo
  • Casino
  • Lotteries
Lindsays Lotteries
ProMediate All sectors
Tattersalls Committee All sectors

ADR group

ADR Group is one of the largest dispute resolution service providers in the UK.

Contact ADR group

Visit the ADR group's website (opens in new tab).

Contact by post:

ADR Group
London Hill
Rayleigh
Essex
SS6 7HW

Telephone: 020 3600 5050
Find call charges on GOV.UK (opens in new tab).

Fees charged by the ADR entity

No fees are charged to consumers.

Traders are charged annual fees, dependant on the scale of ADR services or on a case-by-case basis.

Languages

The languages which can be used to submit a complaint are:

  • English
  • French
  • German
  • Greek
  • Gujarati
  • Hindi.

Sectors and categories

The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:

  • Adult Gaming Centre
  • Family Entertainment Centre
  • Lotteries.

How the procedure can be carried out

The procedure can be conducted as both a verbal or written procedure.

Outcome of the ADR procedure

The outcome is binding and non-binding.

Grounds for refusal

The ADR entity may refuse to deal with a dispute in the following circumstances:

  • the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
  • the dispute is frivolous or vexatious
  • the dispute is being, or has previously been considered, by another ADR entity.
  • the value of the claim falls below or above the monetary threshold set by the ADR entity
  • the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
  • dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

Pegasus ADR Service

Pegasus ADR Service is an impartial entity for arbitrating on disputes relating to the outcome of gambling transactions.

Contact Pegasus ADR Service

Visit Pegasus ADR Service's website (opens in new tab).

Contact by post:

Pegasus ADR Service
29-30 Ely Place
London
EC1N 6TD

Telephone: 01903 873785

Find call charges on GOV.UK (opens in new tab).

Fees charged by the ADR entity

The service is free of charge to consumers.

Languages

Complaints can be submitted in English.

Sectors and categories

The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:

  • Adult Gaming Centre
  • Non-remote Bingo
  • Family Entertainment Centre
  • Public Houses and Members Clubs.

How the procedure can be carried out

The procedure can be conducted as both a verbal or written procedure.

Outcome of the ADR procedure

The outcome is non-binding.

Grounds for refusal

The ADR entity may refuse to deal with a dispute in the following circumstances:

  • the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
  • the dispute is frivolous or vexatious
  • the dispute is being, or has previously been considered by, another ADR entity
  • the value of the claim falls below or above the monetary threshold set by the ADR entity
  • the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
  • dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

Centre for Effective Dispute Resolution (CEDR)

The Centre for Effective Dispute Resolution (CEDR) specialises in mediation and alternative dispute resolution (ADR). It is an independent non-profit organisation and a registered charity.

Contact CEDR

Visit CEDR's website (opens in new tab).

Contact by post:

Centre for Effective Dispute Resolution (CEDR)
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Telephone: 020 7520 3817
Find call charges on GOV.UK (opens in new tab).

Fees charged by the ADR entity

Scheme funding is provided by subscribing companies. Fees are to be confirmed.

Languages

Complaints can be submitted in English and Welsh.

Sectors and categories

The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:

  • Adult Gaming Centre
  • Family Entertainment Centre
  • Lotteries
  • Remote (all sectors).

How the procedure can be carried out

The procedure can be conducted as both a verbal or written procedure.

Outcome of the ADR procedure

The outcome is non-binding.

Grounds for refusal

The ADR entity may refuse to deal with a dispute in the following circumstances:

  • the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
  • the dispute is frivolous or vexatious
  • the dispute is being, or has previously been considered by another ADR entity.
  • The value of the claim falls below or above the monetary threshold set by the ADR entity
  • the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
  • dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

eCOGRA

eCOGRA is an independent and internationally approved testing agency. It specialises in the testing, inspection and certification of online gambling software and systems.

Contact eCOGRA

Visit eCOGRA's website (opens in new tab).

Contact by post:

eCOGRA
2/F Berkeley Square House
Berkeley Square
London
W1J 6BD

Telephone: 0207 887 1480
Find call charges on GOV.UK (opens in new tab).

Fees charged by the ADR entity

Operators are charged the following ADR fees:

Languages

Complaints can be submitted in English.

Sectors and categories

The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: remote (all sectors).

How the procedure can be carried out

The procedure can be conducted as both a written procedure.

Outcome of the ADR procedure

The outcome is non-binding.

Grounds for refusal

The ADR entity may refuse to deal with a dispute in the following circumstances:

  • the website is not included on eCOGRA’s list of approved websites
  • the consumer has not ensured that at least two weeks have passed since the problem began, they have followed the approved licence holder’s internal complaints procedure and all reasonable attempts have been made to negotiate a solution with the approved licence holder before submitting an ADR dispute form
  • the dispute is being, or has previously been considered by, another ADR entity or a court
  • the dispute arose more than one year ago.
  • in eCOGRA’s opinion, the dispute is frivolous, vexatious or does not relate to the outcome of a gambling transaction.

IBAS

The Independent Betting Adjudication Service (IBAS) is a gambling-specialist Alternative Dispute Resolution (ADR) Service. It adjudicates on disputes between licensed gambling operators and their customers.

Contact IBAS

Visit IBAS's website (opens in new tab).

Contact by post:

Independent Betting Adjudication Service (IBAS)
PO BOX 62639
London
EC3P 3AS

Telephone: 020 7347 5883
Find call charges on GOV.UK (opens in new tab).

Fees charged by the ADR entity

The service is free of charge to consumers.

For traders, services are funded on annual registration fees.

Languages

Complaints can be submitted in English.

Sectors and categories

The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:

  • Remote (all sectors)
  • Adult Gaming Centre
  • Betting
  • Bingo
  • Casinos
  • Lotteries.

How the procedure can be carried out

The procedure can be conducted as both a verbal or written procedure.

Outcome of the ADR procedure

The outcome is non-binding.

Grounds for refusal

The ADR entity may refuse to deal with a dispute in the following circumstances:

  • the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
  • the dispute is frivolous or vexatious
  • the dispute is being, or has previously been considered, by another ADR entity
  • the value of the claim falls below or above the monetary threshold set by the ADR entity
  • the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
  • dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

Lindsays

Lindays have an approved lawyer who can provide Alternative Dispute Resolution (ADR) services in connection with disputes about the outcome of a gambling transaction involving lotteries.

The form of ADR provided is mediation and the person responsible for this work is Jennifer Gallagher (opens in new tab)

Contact Jennifer Gallagher - Lindsays

Visit Lindays' website (opens in new tab).

Contact by post:

Jennifer Gallagher
Lindsays
Seabraes House
18 Greenmarket
Dundee
DD1 4QB

Telephone: 01382 224112
Find call charges on GOV.UK (opens in new tab).

Fees charged by the ADR entity

The operator will be solely responsible for any cost up to a maximum of £750 plus VAT. If that limit is likely to be exceeded, the cost of mediation will be agreed between both parties.

Languages

Complaints can be submitted in English.

Sectors and categories

The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: Lotteries.

How the procedure can be carried out

The procedure can be conducted as both a verbal or written procedure.

Outcome of the ADR procedure

The outcome is non-binding.

Grounds for refusal

The ADR entity may refuse to deal with a dispute if the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity.

ProMediate

ProMediate is an accredited mediation provider and registered Civil Mediation Council mediation training provider.

Contact ProMediate

Visit ProMediate's website (opens in new tab).

Contact by post:

Mr Peter Causton
Brow Farm
Top Road
Frodsham
WA6 6SP

Telephone: 01928 732455
Find call charges on GOV.UK (opens in new tab).

Fees charged by the ADR entity

No fees are charged to consumers.

Fees are charged to traders.

Languages

Complaints can be submitted in English.

Sectors and categories

The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: all sectors.

How the procedure can be carried out

The procedure can be conducted as both a verbal or written procedure.

Outcome of the ADR procedure

The outcome is non-binding.

Grounds for refusal

The ADR entity may refuse to deal with a dispute in the following circumstances:

  • the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
  • the dispute is frivolous or vexatious
  • the value of the claim falls above or below the monetary threshold set by the ADR entity
  • the dispute is being, or has previously been considered, by another ADR entity
  • the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
  • dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

Tattersalls Committee

Tattersalls Committee provide an independent dispute resolution service where there is a disagreement between backer and bookmaker over the returns on a bet.

Contact Tattersalls Committee

Visit Tattersalls Committee's website (opens in new tab).

Contact by post:

Tattersalls Committee
PO box 159
St Ives
Cambridgeshire
PE27 9BP

Telephone: 01480 499189
Find call charges on GOV.UK (opens in new tab).

Fees charged by the ADR entity

Services are free of charge.

Languages

Complaints can be submitted in English.

Sectors and categories

The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: betting.

How the procedure can be carried out

The procedure can be conducted as both a verbal or written procedure.

Outcome of the ADR procedure

The outcome is binding.

Grounds for refusal

The ADR entity may refuse to deal with a dispute in the following circumstances:

  • the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
  • the dispute is frivolous or vexatious
  • the dispute is being, or has previously been considered, by another ADR entity
  • the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
  • dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

Files

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Last updated: 11 November 2022

Show updates to this content

BACTA ADR Service name has changed to Pegasus ADR Service. No other changes have been made to this content.

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