The Gambling Commission website uses cookies to make the site work better for you. Some of these cookies are essential to how the site functions and others are optional. Optional cookies help us remember your settings, measure your use of the site and personalise how we communicate with you. Any data collected is anonymised and we do not set optional cookies unless you consent.

Set cookie preferences

You've accepted all cookies. You can change your cookie settings at any time.

Skip to main content

Consultation response

Remote customer interaction: Consultation Response

This response document sets out our conclusions and actions in relation to the consultation around remote customer interaction.

Overall requirements and process

The requirement to conduct customer interaction is an existing LCCP requirement. We proposed that this is retained and strengthened. We proposed that this is strengthened by specifying that operators must implement effective processes which reflect the ongoing process of customer interaction. In the consultation, we proposed that operators must build processes which include the need to identify risk, take appropriate action and evaluate the impact of that action. This wording was similar to the existing requirement on operators that has been in place since 2019. However, this proposal was to further embed the principle that customer interaction is an ongoing process that should be considered throughout the customer’s relationship with the operator.

Next section
Consultation questions on overall requirements and process
Is this page useful?
Back to top