UKGC calls for better response to gambling complaints

The UK Gambling Commission (UKGC) has called on gaming operators and alternative dispute resolution (ADR) providers to improve the way that they respond to customer disputes.

The regulatory body recently undertook a review of complaints processes in the gambling industry and concluded that the current system is “not working for consumers”.

The study added that consumers have found the system difficult to access, time consuming to use and have also questioned whether the complaints process is “independent and transparent”.

In response, the UKGC has pledged to work with operators, ADR providers, trade associations and consumers to improve the overall system.

Sarah Harrison, chief executive of the UKGC, said: “Our findings present a strong case for the gambling industry to take swift action to ensure the way in which customer disputes are dealt with is fit for purpose, and importantly, places consumers first.

“What we want to see is an industry that values and seeks out feedback from customers; that swiftly and effectively resolves customer complaints, and that uses the learning from those customers to raise its standards and deliver ever higher levels of customer service.”

Harrrison added: “Over the coming months we will be working closely with gambling operators, ADR providers, trade associations, consumers and their representatives.

“We will also be looking at complaints processes in other sectors where redress arrangements may be working better.

“But most importantly, we are also welcoming views on the proposals from consumers directly.”

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