UK Gambling Commission launches new tool for customer complaints

By Manuel Marti
The UK Gambling Commission (UKGC) announced yesterday the release of Resolver, a tool which will enable consumers to file gambling-related complaints.

It will have immediate effect and will be available online and free of charge from 1 August, 2017.

The UK’s gambling regulator paired with Resolver’s developers to create the online support tool through which gamblers can submit their complaints; Resolver will automatically create a file case and submit it to gambling operators.

This innovative system will help gamblers to forward their complaints in a structured way as well as informing them of their consumer rights and storing their information.

The UKGC emphasised the impartiality and fairness of this new tool. “Resolver is not an intermediary, and doesn’t act on the consumer’s behalf,” an official statement explained.

It is expected Resolver will also be beneficial for operators by helping them to manage complaints more efficiently. The UKGC claims that a quarter of customers will not proceed with a dispute once they are fully aware of their rights and limitations.

However, Resolver fits into the UKCG’s new ‘consumer first’ regulatory enforcement strategy.

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