SBC News Voice of the Sports Betting Industry
Updating the market, The UK Gambling Commission (UKGC) has announced the launch of its new consumer online support tool ‘Resolver’ to help players make complaints related to gambling
Planned to be launched on 1 August, Resolver is a free, independent tool for consumers. It provides information about the issue the consumer wants to complain about, and support to help the consumer write emails and letters of complaint.
The tool can help businesses to deal with complaints more efficiently when they receive them and manages customer expectations about their complaint issue.
The Resolver tool will further help gaming consumers to store all the complaint information in one place and acts as an email service. This means the consumer’s complaint will be sent from a Resolver email address, rather than the customer’s usual email address. We expect operators to accept complaints customers send via a Resolver email address just as they would from other email services.
The UKGC has worked with the team at Resolver to help develop the information that Resolver uses about gambling, though Resolver remains entirely independent of us.
Industry stakeholders can find out more about Resolver from the Resolver website. Gambling operators might find the Resolver frequently asked questions section particularly relevantly.
