Ask the expert Q&A: How should operators handle customer complaints?

There has been much speculation about what will be in the forthcoming White Paper, and one idea that has been repeatedly suggested in the run-up to its release is that it will outline plans for a gambling industry ombudsman. Several industry stakeholders seem to believe this is likely, and earlier this year, alternative dispute resolution (ADR) provider the Independent Betting Adjudication Service even set out a detailed proposal on why it was t...