The UK Gambling Commission (GC) has published a comprehensive review of licensee complaint policies that have found many areas for improvement, followed by tips for operators on handling complaints.
In total, the Commission reviewed 34 licensee complaint policies from many sectors before assessing accessibility and ease of use.
This work is referenced in the GC’s 2021-2022 business plan, in which the regulator commits itself to “seeking ways to improve how licensees deal with consumers when problems arise.” imposed on
The Commission also argues that this work complements the long-term government review of gambling with the aim of paving the way for future legislative reform.
The review paper was recently postponed again following the resignations of Prime Minister Boris Johnson and review minister Chris Philp.
The white paper is expected to be delayed at least until the new prime minister takes office this fall, reports said.
Ian Angus, Director of Policy at GC, asserted the value of good policy in this area. “In the gambling industry, proper grievance handling is essential. We want consumers to be able to easily find and understand policies and file complaints without barriers,” he said.
“We know that gambling companies receive about 200,000 complaints each year. The government’s review of gambling legislation considers where these can be escalated, but the majority go through the licensee’s complaint process first. is needed.
“We want to help them navigate these and improve outcomes for both them and consumers.”
Some of the advice provided by the GC included providing a link to the complaints procedure on its home page, using plain English, avoiding jargon and legal jargon, having a simple and clear complaints process, and ensuring that complaints were investigated. This includes providing information, describing details, etc. Eight weeks deadline for resolving the complaint or issuing a final response and clarity when the operator has made a final decision.
