Dispute resolution
The issues in this guidance have been the cause of disputes between consumers and licensees. If a consumer is not satisfied with your response to their complaint, they can refer it to an alternative dispute resolution (ADR) provider. We have become aware of obstructive behaviour when providers attempt to adjudicate on disputes of this nature. Examples include claims from licensees that:
- a recent assessment by Gambling Commission Compliance staff did not identify any concerns with licensees’ terms, and therefore we have ‘approved’ them, the licensee’s terms
- they were not a company that agreed undertakings with the CMA, and therefore their own terms must be satisfactory.
Neither of these are correct.
Compliance assessments vary in scope and may focus on a specific aspect of your business where we have concerns. Commission staff do not ‘approve’ terms and conditions as part of their work.
Our letter to the sector made clear that all gambling companies need to comply with the requirements set out in the published undertakings, not just those companies that agreed to them.
You should therefore follow our guidance when interacting with ADR providers, and supply any information requested within the specified timescales
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Glossary of terms
Last updated: 15 May 2026
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Removal of information relating to alternative dispute resolution following updates to Digital Markets, Competition and Consumers Act 2024.