UK updates customer disputes’ policy

The RGA has determined it will “put consumer first” in disputes involving the gambling industry as it welcomed new guidelines.

UK.- The Remote Gambling Association (RGA) has announced it has welcomed new UK guidelines on resolving customer disputes in the gambling industry. The Gambling Commission had introduced the requirements for alternative dispute resolution (ADR) will be incorporated by the end of this month, the body announced.

New policies involved the procedure operators follow in order to handle consumer complaints as they aim to follow the UKGC’s expectations regarding segments such as the types of complaints ADRs are most likely to take on, conflicts of interest and the information and customer service providers give to consumers.

“The standards appear to supplement rather than replace the requirements of the ADR Regulations, and additional standards around transparency, independence, customer service, consistency and the types of complaints the regulator expect providers to take on must be in the interests of the consumer,” Brian Wright, the RGA’s director of business told iGamingBusiness.com. He also said new policies demonstrate the Gambling Commission’s “notion of putting the consumer first…in a practical sense.”

Meanwhile, programme director for consumer protection and empowerment Ian Angus explained the news outlet that “improved standards will also help cultivate consumer trust and confidence in the industry,” and asserted: “While we support any attempt to streamline and simplify ADR procedures to make them easier for consumers to access and understand, it is vital that the Commission maintain constructive dialogues with the existing service providers and utilise their expertise, in the case of IBAS, stretching back over 20 years to establish what is ultimately achievable in this area.”