Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.

If you are a gambling operator please read our Frequently Asked Questions for gambling businesses.
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Start date: 14 February 2019
End date: 09 May 2019

 

Consumers, gambling operators and members of the public are being invited to voice their opinion on proposed changes to Licence Conditions and Codes of Practice (LCCP) and to provide views on gambling blocking software.

LCCP consultation on Customer Interaction

We are consulting on changes to the LCCP social responsibility (SR) code provision 3.4.1 (Customer Interaction) and associated ordinary code provision 3.4.2.

These code provisions apply to all types of operating licence except non-remote lotteries, gaming machine technical, gambling software and host licences. A separate code provision applies to all lotteries, which are out of scope of this consultation.

This consultation will be of particular interest to gambling businesses, but responses are welcomed from all stakeholders, in particular consumers who may wish to bring their own experiences into this discussion.

LCCP consultation on alternative dispute resolution (ADR) - requiring licensees to only use providers that meet our additional standards

We have been looking closely at how complaints processes in the gambling industry are working for consumers. Part of that review focused on the provision of ADR.

All ADR providers must meet the requirements in government regulations. We decided to set out a framework of extra requirements for ADR providers in the gambling sector. The framework would include standards around customer service, decision making and supporting the gambling industry. Our aim was to make the role of an ADR provider clearer, improve consistency, and help to reassure consumers that a provider is independent of the gambling business. We would then review all approved providers against the additional standards in our new framework.

A call for evidence on gambling website blocking software

We would like to obtain views on whether we should extend the existing expectation (that operators should signpost blocking software to consumers) so that operators have to provide access to gambling blocking software free of charge to customers. We would also like views on how this could most effectively be delivered.

This consultation is now closed.

Consultation response document.