UKGC revamps ADR consumer complaints code

The UK Gambling Commission (UKGC) has moved to publish new standards and guidance on dealing with consumer complaints, which will seek to improve the industry’s ‘alternative dispute resolution – ADR’ processes.

Updating the market, the UKGC will aim to implement its new ADR complaints code by the 31 October.

Implemented in 2015, ADR processes allow for consumers to challenge gambling operators without going to court, by offering dispute mediation and adjudication by an independent third party.

Detailing new objectives, the UKGC seeks to streamline and simplify ADR processes, making it easier for UK consumers to access dispute information and understand conditions for challenging operators.

Issuing its new guidelines and standards the UKGC outlines its new guiding principals for handling complaints through ADR mechanisms, which include;

• The types of consumer complaints ADR providers can take on.
• Principles for considering compensation.
• Decision quality standards, particularly focused on how providers look at and use evidence.
• Conflicts of interests.
• The information and customer service providers give to consumers.
• The information and data providers share with us and others.

Updating stakeholders, 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.”