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Legal & RegulatoryIndustry

IBAS puts forward plans to become first Gambling Ombudsman

The Independent Betting Adjudication Service (IBAS) has unveiled plans to become the new Gambling Ombudsman.  

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IBAS believes the long-awaited UK Government White Paper will call for the creation of a new Ombudsman, once released.  

Subsequently, IBAS claims it is the perfect candidate for the role, aiming to protect consumers from gambling harm while raising industry standards across the board. 

The body already offers an alternative dispute resolution (ADR) service – as opposed to the Gambling Commission, which is the official route for resolving issues.  

Per its bid to become the UK’s first Gambling Ombudsman, IBAS has outlined its aims and goals should it assume the position.  

IBAS has called for its Ombudsman governance framework setting to be produced outside its remit; new and compulsory funding from the industry to ensure impartiality remains central to all gambling disputes; and a Fair Play Code – outlining the criteria for deciding complaints, including fairness terms & conditions for harmful gambling complaints. 

Richard Hayler, IBAS Managing Director, said: “IBAS’s experience, expertise and commitment to independent decisions is unparalleled – having resolved over 85,000 gambling disputes. 

“I welcome the creation of a new Ombudsman, but for this to work it needs to be run by an organisation that understands the sector and has a track record of helping and protecting consumers.  

“An Ombudsman with additional resources, built on the foundations of IBAS, is best placed to hit the ground running, protecting consumers and raising industry standards through fair, consistent decision making and constructive dispute avoidance feedback.” 

IBAS Chairman Andrew Fraser added: “It’s an exciting time for the gambling industry. There is a real opportunity to enhance the service offered to gaming customers through a new Ombudsman. 

IBAS has been committed to providing an accessible, fair, and independent service to all gambling consumers.

"Our plan for a Gambling Ombudsman would make sure consumers are protected and avoid the backlog of complaints. On top of this, this plan provides a solution that works for Government, the Regulator and the industry.” 

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