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
22 July 2021 - 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

a) Accounting conventions

The policies adopted are in accordance with the International Financial Reporting Standards (IFRS), to the extent it is meaningful and appropriate in the public sector context, as adopted and interpreted by the 2020/21 Financial Reporting Manual (FReM) issued by Her Majesty's Treasury (HMT).

Accounting conventions

These are the accounts for the the Commission covering the twelve months from 1 April 2020 to 31 March 2021. They have been prepared in a form directed by the Secretary of State for Digital, Culture, Media, and Sport (DCMS) with the approval of HMT, in accordance with Schedule 4 of the Gambling Act 2005 (opens in a new tab). A copy of the accounts direction can be obtained from the Commission.

The particular policies adopted by the Commission are described on the following pages and have been applied consistently during the year. No new accounting standards have been adopted during the year.

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Last updated: 22 July 2021

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