UK Gambling Commission publishes new complaints processes standards

The new standards, which come into effect from 31 October, set out how consumer complaints should be handled and make clear the UK Gambling Commission’s expectations around:

• The types of consumer complaints we expect providers to take on.
• Principles for considering compensation.
• Decision quality standards, particularly focused on how providers look at and use evidence.
• The Ombudsman Association’s (OA) six principles of good governance which we expect providers to follow whether or not they are members of the OA.
• Conflicts of interests.
• The information and customer service providers give to consumers.
• The information and data providers share with us 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.”

Following the 31 October, the Commission will begin to assess ADRs against the new standards.