UKGC aims to protect consumers with streamlined complaints process
Dispute-resolution providers required to disclose all relevant information on request
The UK Gambling Commission (UKGC) has published a set of new standards designed to help customers get their complaints dealt with.
The new rules for alternative dispute resolution (ADR) providers, which can be found here, come into effect from 31 October.
The key change is that customers will be entitled to request and receive the evidence submitted by the firm they are in dispute with.
“The standards published today seek to simplify existing complaints processes and ensure consumer complaints are handled in a fair, timely, transparent and effective manner,” said Ian Angus, programme director for consumer protection and empowerment.
“Improved standards will also help cultivate consumer trust and confidence in the industry.”
Under the new rules, ADR’s are required to disclose any arguments, evidence, documents or facts put forward to any party involved in the dispute upon request to ensure fairness in the dispute resolution process. Paul Fairhead welcomed the new standards being introduced, tweeting:
https://twitter.com/BoycottBetfred/status/1046764522114043904
Providers are expected to adhere to the Ombudsman Association’s (OA) six principles of good governance, regardless of whether they are members of the Association or not. In addition, the new standards set out the usage and provision of information by customers service providers and data providers alike.
In a high-level UKGC review of the ADR process used by the industry in 2017, the UKGC identified a 300% rise in consumer contact regarding gambling related complaints, receiving over 77,000 consumer contacts in the two years following the introduction of the dispute regulations.
At the time of the review, former UKGC CEO Sarah Harrison called on businesses “to take a lead in this work to drive up standards in complaints handling and redress.”
However, Jimmy Justice took to Twitter to express his skepticism about the new rules, tweeting:
Some peoples' working lives are going to see major change after 31/10 if these standards are to be met. Good grief, they're going to have to communciate with people regularly and in a timely manner. Might even have to answer the telephone. pic.twitter.com/qdtDgCE02G
— Jimmy Justice (@gondorffhenry) October 1, 2018