The gambling commission published new standards for complaints processes in the gambling industry.
UK.- The UK Gaming Commission (UKGC) has published this week new standards that come into effect on October 31, and are set to improve how complaints are handled by alternative dispute resolution (ADR) providers in the industry. Following October 31, the Commission will begin to assess ADRs against the new standards.
The new standards and guidance set out how consumer complaints should be handled and make clear the Commission’s expectations around the types of consumer complaints that the UKGC expect providers to take on, principles for considering compensation, decision quality standards, particularly focused on how providers look at and use evidence.
Moreover, the Ombudsman Association’s (OA) six principles of good governance which the association expects providers to follow whether or not they are members of the OA, as well as conflicts of interests, the information and customer service providers give to consumers and the information and data providers share with the UKGC and others.
Ian Angus, Programme Director for Consumer Protection and Empowerment said: “The standards published today seek to simplify existing complaints processes and ensure consumer complaints are handled in a fair, timely, transparent and effective manner. Improved standards will also help cultivate consumer trust and confidence in the industry. The standards will come into effect from 31 October, alongside further changes that provide stronger protection for consumers and ensure they are treated fairly.”