UKGC launches ‘Resolver’ tool for consumers

The UK Gambling Commission (UKGC) has launched a new online support tool to help consumers make complaints related to gambling.

Due to go live on August 1, ‘Resolver’ is a free, independent tool that will provide information about the issue that the consumer wishes to complain about, as well as support to help them write emails and letters of complaint.

The UKGC said that although the new tool “doesn’t act on the consumer’s behalf”, it will help punters make complaints in a “structured way” and make “informed choices” about what actions to take.

The national regulatory body said: “This can help businesses to deal with complaints more efficiently when they receive them, and manages customer expectations about their complaint issue.

“Resolver also helps the consumer to store all the complaint information in one place, and acts as an email service.

“This means the consumer’s complaint will be sent from a Resolver email address, rather than the customer’s usual email address.

“We expect operators to accept complaints customers send via a Resolver email address just as they would from other email services.”

The UKGC added: “The Gambling Commission has worked with the team at Resolver to help develop the information that Resolver uses about gambling, though Resolver remains entirely independent of us.”

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