LCCP Information requirements
17 - Other information requirements (complaints and disputes records)
This section provides guidance to holders of gambling operating licences on the records they must keep relevant to complaints and disputes.
Complaints and disputes
All licences (including ancillary remote licensees) except gaming machine technical and gambling software licences
Licensees should keep records of customer complaints and disputes and make them available to the Commission on request.
Your company should keep records of customer complaints and disputes relating to the provision of gambling facilities. These must be made available to us on request.
We do not specify a format for complaints and disputes records. However, we would expect the following basic data to be captured for all complaints that enter your formal complaints’ procedure:
- date complaint submitted by the customer
- date licensee acknowledged the complaint
- customer account details
- specific details of the complaint
- type of complaint (self-exclusion, safer gambling tools, customer interaction, gambling transactional issues, withdrawals / financial transactions, marketing and advertising, bonus or promotional offer terms, and other)
- details of any time the clock was stopped during the complaint investigation (for example, where a customer fails to respond to a reasonable request for information within seven days)
- date a final resolution (or deadlock) letter was sent to the customer
- if the complaint was referred to an Alternative Dispute Resolution provider
- the outcome of any dispute referred to an ADR provider, where the provider accepts the case
- any court proceedings adverse to the licensee resulting from the complaint.
Records should be retained for inspection for at least three years from the date of the resolution or conclusion of the complaint or dispute to which they relate.
We do not require your company to keep complaints about customer service or other non-gambling related complaints or disputes, although it may wish to do so.
Definitions and further information on complaints and disputes is contained within our Complaints and disputes: procedural, information provision and reporting requirements guidance.
This reporting requirements applies to holders of all licences (including ancillary remote licensees) except gaming machine technical and gambling software licences.
Note, that you must also tell us about total numbers of complaints and referrals to ADR providers as part of your company’s regulatory return.Previous section
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Last updated: 4 March 2022
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