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New standards for complaints processes in gambling industry

01 October 2018

The Gambling Commission has today published new standards.

The new standards have come into effect from 31 October and improve how complaints are handled by alternative dispute resolution (ADR) providers in the gambling industry.

New standards and guidance set out how consumer complaints should be handled and make clear the Commission’s expectations around:

  • the types of consumer complaints we expect providers to take on.
  • principles for considering compensation
  • decision quality standards, particularly focused on how providers look at and use evidence
  • the Ombudsman Association’s (OA) six principles of good governance which we expect providers to follow whether or not they are members of the OA
  • conflicts of interests
  • the information and customer service providers give to consumers
  • the information and data providers share with us and others.

Ian Angus, Programme Director for Consumer Protection and Empowerment said: “The standards published today seek to simplify existing complaints processes and ensure consumer complaints are handled in a fair, timely, transparent and effective manner. Improved standards will also help cultivate consumer trust and confidence in the industry. The standards will come into effect from 31 October, alongside further changes that provide stronger protection for consumers and ensure they are treated fairly.”

Following the 31 October, the Commission will begin to assess ADRs against the new standards.

Note to editors

  1. More information about how we regulate the gambling industry.

Journalists can contact our press office on 0121 230 6700 or email: communications@gamblingcommission.gov.uk

For all media enquiries, please contact the Gambling Commission press office.


Last updated: 18 August 2021

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