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Approved Alternative Dispute Resolution (ADR) providers
Approved Alternative Dispute Resolution (ADR) providers under the regulations for consumer disputes.
Published: 17 May 2021
Last updated: 15 January 2025
This version was printed or saved on: 21 March 2025
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.
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
- Adult Gaming Centre
- Family Entertainment Centre
- Lotteries
- Remote (all sectors)
|
- Adult Gaming Centre
- Family Entertainment Centre
- Non-remote bingo
- Public houses and members' clubs
|
|
- Adult Gaming Centre
- Family Entertainment Centre
- Lotteries
- Remote (all sectors)
|
| All sectors |
- Remote (all sectors)
- Adult Gaming Centre
- Betting
- Bingo
- Casino
- Lotteries
|
| All sectors |
| 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 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 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 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.
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 Limited
Office 1/2514, Level G, Quantum House
75 Abate Rigord Street
Ta' Xbiex
XBX 1120
Malta
Telephone: +356 2703 4979
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 any language.
The ADR entity will use translation tools to translate complaints into English, where they will be managed 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 Sectors (All Sectors).
How the procedure can be carried out
The procedure can be conducted as a 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 or by a court
- 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 it 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.
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)
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 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:
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:
- £100 for eCOGRA Safe and Fair seal holders
- £175 each month for non-seal holders.
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.
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)
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.
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 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 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 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.