PLAYER COMPLAINTS SYSTEM NEEDS IMPROVEMENT, SAYS GAMBLING COMMISSION
Call for online gambling operators and ADRs to up their game.
Following a review of complaints systems in the UK gambling industry, regulator the Gamblikng Commission has called for an improvement in how customer (player) disputes are handled, and urged online gambling operators and ADRs (alternative dispute resolution providers) to up their game.
Commenting that the current system is "not working for consumers", the Commission says that players have reported that they have doubts about the the independence and transparency of the process, and find it difficult to access and time consuming to use.
Commision CEO Sarah Harrison says that the Commission is prepared to work with trade associations, ADRs, operators andplayers to ensure a more efficient and player-friendly evolves.
The study added that consumers have found the system difficult to access, time consuming to use and have also questioned whether the complaints process is “independent and transparent”.
In response, the UKGC has pledged to work with operators, ADR providers, trade associations and consumers to improve the overall system.
“Our findings present a strong case for the gambling industry to take swift action to ensure the way in which customer disputes are dealt with is fit for purpose, and importantly, places consumers first," Harrison said in a Commission statement Thursday.
“What we want to see is an industry that values and seeks out feedback from customers; that swiftly and effectively resolves customer complaints, and that uses the learning from those customers to raise its standards and deliver ever higher levels of customer service.
“Over the coming months we will be working closely with gambling operators, ADR providers, trade associations, consumers and their representatives. We will also be looking at complaints processes in other sectors where redress arrangements may be working better.
“But most importantly, we are also welcoming views on the proposals from consumers directly.”
In October last year the Competition and Markets Authority (CMA) announced it would be investigating online gambling companies over claims that firms are making it hard for players to collect their winnings.
The CMA said it would probe complaints from the Gambling Commission of unfair treatment of customers, including hard-to-win promotions and blocks on payouts.
Call for online gambling operators and ADRs to up their game.
Following a review of complaints systems in the UK gambling industry, regulator the Gamblikng Commission has called for an improvement in how customer (player) disputes are handled, and urged online gambling operators and ADRs (alternative dispute resolution providers) to up their game.
Commenting that the current system is "not working for consumers", the Commission says that players have reported that they have doubts about the the independence and transparency of the process, and find it difficult to access and time consuming to use.
Commision CEO Sarah Harrison says that the Commission is prepared to work with trade associations, ADRs, operators andplayers to ensure a more efficient and player-friendly evolves.
The study added that consumers have found the system difficult to access, time consuming to use and have also questioned whether the complaints process is “independent and transparent”.
In response, the UKGC has pledged to work with operators, ADR providers, trade associations and consumers to improve the overall system.
“Our findings present a strong case for the gambling industry to take swift action to ensure the way in which customer disputes are dealt with is fit for purpose, and importantly, places consumers first," Harrison said in a Commission statement Thursday.
“What we want to see is an industry that values and seeks out feedback from customers; that swiftly and effectively resolves customer complaints, and that uses the learning from those customers to raise its standards and deliver ever higher levels of customer service.
“Over the coming months we will be working closely with gambling operators, ADR providers, trade associations, consumers and their representatives. We will also be looking at complaints processes in other sectors where redress arrangements may be working better.
“But most importantly, we are also welcoming views on the proposals from consumers directly.”
In October last year the Competition and Markets Authority (CMA) announced it would be investigating online gambling companies over claims that firms are making it hard for players to collect their winnings.
The CMA said it would probe complaints from the Gambling Commission of unfair treatment of customers, including hard-to-win promotions and blocks on payouts.
You do not have permission to view link
Log in or register now.