UKGC is to Improve Its Customer Response System

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The UK Gambling Commission (UKGC), gambling regulator from the UK, approached alternative dispute resolution (ADR) companies to improve the way they resolve disputes between gambling operators and players.

The decision is motivated by previously conducted research which revealed that the system is not aimed at protection of players’ rights. Also, the research revealed that many users experience difficulties accessing the system and say it is resource- and timeconsuming. Players are also in doubt if the system is “independent and transparent”.

The regulator is intended to consider the question in greater detail together with the other gambling market participants and make an effort to improve the system.

Sarah Harrison, chief executive of the UKGC, said: “Our findings present a strong case for the gambling industry to take swift action to ensure the way in which customer disputes are dealt with is fit for purpose, and importantly, places consumers first.

“What we want to see is an industry that values and seeks out feedback from customers; that swiftly and effectively resolves customer complaints, and that uses the learning from those customers to raise its standards and deliver ever higher levels of customer service.”

Harrrison added: “Over the coming months we will be working closely with gambling operators, ADR providers, trade associations, consumers and their representatives.

“We will also be looking at complaints processes in other sectors where redress arrangements may be working better.

“But most importantly, we are also welcoming views on the proposals from consumers directly.”

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