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Approved Alternative Dispute Resolution (ADR) providers under the regulations for consumer disputes.
Published: 17 May 2021
Last updated: 13 September 2024
This version was printed or saved on: 15 November 2024
Online version: https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers
Overview: 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.
We require Licensed operators to only use providers who meet our requirements, as well as those detailed in the ADR Regulations.
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.
Provider | Sectors |
---|---|
ADR group |
|
Pegasus ADR Service |
|
Blexr Limited |
|
Centre for Effective Dispute Resolution (CEDR) |
|
eCOGRA | All sectors |
IBAS |
|
Lindsays | Lotteries |
ProMediate | All sectors |
Tattersalls Committee | All sectors |
ADR Group is one of the largest dispute resolution service providers in the UK.
Visit the ADR group's website (opens in new tab).
Contact by post:
ADR GroupTelephone: 020 3600 5050
Find call charges on GOV.UK (opens in new tab).
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.
The languages which can be used to submit a complaint are:
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
The procedure can be conducted as both a verbal or written procedure.
The outcome is binding and non-binding.
The ADR entity may refuse to deal with a dispute in the following circumstances:
Pegasus ADR Service is an impartial entity for arbitrating on disputes relating to the outcome of gambling transactions.
Visit Pegasus ADR Service's website (opens in new tab).
Contact by post:
Pegasus ADR ServiceTelephone: 01903 873785
Find call charges on GOV.UK (opens in new tab).
The service is free of charge to consumers.
Complaints can be submitted in English.
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
The procedure can be conducted as both a verbal or written procedure.
The outcome is non-binding.
The ADR entity may refuse to deal with a dispute in the following circumstances:
Blexr Limited is an alternative dispute resolution (ADR) entity within the Remote Gambling Sector.
Visit Blexr Limited's website (opens in new tab).
Contact by post:
Blexr LimitedTelephone: +356 2703 4979
Find call charges on GOV.UK (opens in new tab).
Services are free of charge.
Complaints can be submitted in any language.
The ADR entity will use translation tools to translate complaints into English, where they will be managed in English
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: Remote Sectors (All Sectors).
The procedure can be conducted as a written procedure.
The outcome is binding and non-binding.
The ADR entity may refuse to deal with a dispute in the following circumstances:
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.
Visit CEDR's website (opens in new tab).
Contact by post:
Centre for Effective Dispute Resolution (CEDR)Telephone: 020 7520 3817
Find call charges on GOV.UK (opens in new tab).
Scheme funding is provided by subscribing companies. Fees are to be confirmed.
Complaints can be submitted in English and Welsh.
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
The procedure can be conducted as both a verbal or written procedure.
The outcome is non-binding.
The ADR entity may refuse to deal with a dispute in the following circumstances:
eCOGRA is an independent and internationally approved testing agency. It specialises in the testing, inspection and certification of online gambling software and systems.
Visit eCOGRA's website (opens in new tab).
Contact by post:
eCOGRATelephone: 0207 887 1480
Find call charges on GOV.UK (opens in new tab).
Operators are charged the following ADR fees:
Complaints can be submitted in English.
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: remote (all sectors).
The procedure can be conducted as both a written procedure.
The outcome is non-binding.
The ADR entity may refuse to deal with a dispute in the following circumstances:
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.
Visit IBAS's website (opens in new tab).
Contact by post:
Independent Betting Adjudication Service (IBAS)Telephone: 020 7347 5883
Find call charges on GOV.UK (opens in new tab).
The service is free of charge to consumers.
For traders, services are funded on annual registration fees.
Complaints can be submitted in English.
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
The procedure can be conducted as both a verbal or written procedure.
The outcome is non-binding.
The ADR entity may refuse to deal with a dispute in the following circumstances:
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)
Visit Lindays' website (opens in new tab).
Contact by post:
Jennifer GallagherTelephone: 01382 224112
Find call charges on GOV.UK (opens in new tab).
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.
Complaints can be submitted in English.
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: Lotteries.
The procedure can be conducted as both a verbal or written procedure.
The outcome is non-binding.
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 is an accredited mediation provider and registered Civil Mediation Council mediation training provider.
Visit ProMediate's website (opens in new tab).
Contact by post:
Mr Peter CaustonTelephone: 01928 732455
Find call charges on GOV.UK (opens in new tab).
No fees are charged to consumers.
Fees are charged to traders.
Complaints can be submitted in English.
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: all sectors.
The procedure can be conducted as both a verbal or written procedure.
The outcome is non-binding.
The ADR entity may refuse to deal with a dispute in the following circumstances:
Tattersalls Committee provide an independent dispute resolution service where there is a disagreement between backer and bookmaker over the returns on a bet.
Visit Tattersalls Committee's website (opens in new tab).
Contact by post:
Tattersalls CommitteeTelephone: 01480 499189
Find call charges on GOV.UK (opens in new tab).
Services are free of charge.
Complaints can be submitted in English.
The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: betting.
The procedure can be conducted as both a verbal or written procedure.
The outcome is binding.
The ADR entity may refuse to deal with a dispute in the following circumstances: