UK Watchdog Sets New Dispute Resolution Rules

Casino players and sports bettors in the UK can from now on rely on better treatment. And this is thanks to a new dispute resolution guideline from the regulator. In brief, operators will have to follow stricter rules in disputes with customers. The UK Gambling Commission (UKGC) published them as a part of a broader effort. In fact, it aims to improve quality control in the gaming industry.

An Easier Process

The goal of the new UKGC guidelines is, to take customer complaints more seriously. In other words, they redefine the way that licensed operators must handle complaints. The watchdog published the new standards on October 1st. Even so, the rules will come into effect on October 31.

In short, the regulator hopes they will streamline the reporting process. And this should, in turn, lead to fairer treatment for both sides involved in the case. But the latest set of rules is, just a part of a broader push for better quality control in the industry. In 2017, the UKGC imposed a massive fine on an operator. It was for failing to spot obvious cases of problem gambling. Since then, the regulator pushed harder on operators. And by requiring a better resolution process, it achieved a higher service quality for the players.

Seven Key Areas

The latest ADR (Alternative dispute resolution) rules target key issues. To start with, they define the types of complaints operators have to deal with. They define a compensation in case of unexpected events. Also, they deal with standards of using evidence. Besides, they increase the volume of data that operators share with the regulator. And finally, they ensure no conflict of interest, and that the operators follow the standards of good governance.

But the new guidelines will not only raise the standards for the players. They also help operators to fight negative press. In the past, media often criticised the sector. Mainly, in individual cases of problem gambling. But from now on, licensed operators will have the backing of the watchdog. And this, they hope, adds to their credibility. “Improved standards will help cultivate consumer trust. And they will build confidence in the industry,” Programme Director Ian Angus noted.