The Gambling Commission has introduced new standards for alternative dispute resolution (ADR) providers.
If a customer isn’t happy with a result or outcome, an ADR can help assist them when complaining to a gambling business.
The Commission decided to tighten regulations due to customer complaints about misleading small prints.
Matt Halden, Consumer Advocacy Specialist, said: “In our new standards, we expect ADR providers to consider as many complaints as possible, and let the customer know quickly if your complaint is one they can’t help with. We also expect keep the customer updated throughout the whole process so they know what stage the complaint has reached.”
The Commission will be monitoring how the new standards perform and will take action if it believes a provider is not meeting them.