Industry News
UKGC: New standards for complaints processes in gambling industry
The Gambling Commission has published new standards, which 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.
-
Africa6 days ago
Altenar obtains National Manufacturer licence in South Africa
-
Industry News3 days ago
Pennsylvania Skill, powered by Pace-O-Matic, congratulates PA Gaming Control Board and casinos on a banner 2024 with record monthly revenue
-
Asia7 days ago
Government support, medals, and global recognition define a landmark year for Indian esports and video gaming in 2024
-
Latest News3 days ago
FBM Foundation spreads holiday cheer with initiatives in Brazil and the Philippines
-
Australia5 days ago
AUSTRAC Takes Ladbrokes and Neds’ Operator – Entain – to Federal Court Over Serious Non-compliance with Australia’s Money Laundering Laws
-
eSports6 days ago
GRID Joins IBIA as an Associate Member, Strengthening Esports Integrity
-
Australia7 days ago
Regulating the Game 2025 adds masterclass on safer gambling training and customer care
-
Interviews6 days ago
FTDx Wins Xanada Startup Contest: Unlocking Untapped iGaming Traffic with Innovative Monetization Solutions