Responsible gambling charity GamCare has launched a new toolkit to help UK financial institutions, gambling businesses and debt advice agencies identify and support customers experiencing gambling-related financial harms.
Available for free on the GamCare website, the new solution was developed in partnership with a number of debt charities and agencies, high street banks and gambling businesses, as well as people with lived experience of gambling harms.
The toolkit features tailored materials for the banking, debt advice and gambling treatment sectors, as well as gambling businesses.
Tools include core customer messaging, referral pathway guidelines tailored to each sector, and guidance on training staff to aid customers impacted by gambling harms, to help users recognise, support and refer customers to the relevant support services.
GamCare chief executive Anna Hemmings said opportunities to provide people with the proper support are often missed, adding that around 70% of callers to the National Gambling Helpline, which is operated by GamCare, each year mention gambling debt or financial hardship.
“Ensuring that frontline staff are equipped to help and refer to appropriate support is a huge step in improving the outcomes these customers experience,” Hemmings said. “This toolkit, with the support of businesses, charities and gambling operators themselves, is vital to putting those pathways in place.”
Playtech has praised the launch of the toolkit, with Lauren Iannarone, director of sustainability, saying the launch signals a “significant milestone” in the gambling tech giant’s efforts to foster collaboration across sectors to prevent and address gambling harm.
“The toolkit published today will help ensure that organisations – across the financial services, treatment, gambling and banking industries – deliver timely, consistent advice, support, interactions and signposting to those who need it most,” Iannarone said.