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.
-
Africa7 days ago
SYNOT Games Partners with Aardvark Technologies
-
Asia6 days ago
EGT Digital’s innovative developments to captivate visitors at SiGMA Asia 2025
-
Latest News6 days ago
Week 22/2025 slot games releases
-
Asia6 days ago
EGT’s Asian-themed products to make a splash at SiGMA Asia 2025
-
Latest News7 days ago
Playtech Agrees Deal to Exit Happybet German Betting Operating
-
Compliance Updates7 days ago
UKGC Launches New Consumer Voice Framework
-
Latest News7 days ago
Bet Builders Boom: Entain Reports Record Growth in Customised Football Betting
-
Latest News6 days ago
kwiff unveiled as official betting partner and Back Of Shirt sponsor of Motherwell FC for 2025/26 Season