UK Casino Players to Get Better Deal with New Dispute Resolution Standards

UK casino and betting customers can expect a better level of service from now on thanks to new dispute resolution guidelines published by the Gambling Commission (UKGC).


The UK Gambling Commission wants all operators to take customer complaints more seriously. (Image: UK Gambling Commission)

Announced on October 1, the new standards will redefine how complaints are handled by all UKGC licensed operators. The finalised rules will come into effect on October 31 and the hope is they’ll streamline the reporting process and lead to fairer results for all concerned.

Raising Standards In All Areas

In practice, the alternative dispute resolution (ADR) guidelines will address seven key areas, including:

Defining the types of complaints operators are expected to address.

Compensation guidance in the event of technical faults, data breaches etc.

New standards for how operators assess and use evidence.

Ensuring all operators following the Ombudsman Association’s (OA) six principles of good governance, regardless of whether or not they are members of the OA.

Ensuring there are no conflicts of interests when dealing with complaints.

Improving the service operators give to UK casino players.

Increasing the amount of information operators share with the UKGC to help resolve complaints.

As well as making the complaint resolution process more transparent and effective, the guidelines will combat the negative press betting companies have been subject to in the past.

“Improved standards will also help cultivate consumer trust and confidence in the industry,” said Ian Angus, UKGC Programme Director for Consumer Protection and Empowerment.

Another Win for UK Casino Players

Forcing operators to take complaints more seriously is part of a wider effort by the UKGC to improve quality control. In August 2017, the regulator imposed a record £7.8 million fine on 888 for failing its vulnerable UK casino customers.

Among the list of charges were 7,000 instances of customers being allowed to gamble on a sister site of 888, despite using the network’s self-exclusion feature. Additionally, the UKGC found that 888’s support team had failed to spot obvious signs of problem gambling among certain individuals.

Calling for better complaint resolution standards, the UKGC wants to make it harder for problems to slip through the cracks. By enforcing greater levels of care and consistency, UK casino players will receive greater protection and, in turn, a better overall service.

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