id stringlengths 1 4 | section stringlengths 0 112 | subsection stringlengths 0 297 | url stringlengths 63 154 | content stringlengths 15 23.9k |
|---|---|---|---|---|
301 | Ensuring self-excluded customers do not receive marketing materials | Affiliates or third parties | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | Gambling businesses must comply with the relevant requirements set out in LCCP, the [Data Protection Act 2018 (opens in new tab)](https://www.legislation.gov.uk/ukpga/2018/12/contents/enacted) and [Privacy and Electronic Communications Regulations (PECR) (opens in new tab)](https://ico.org.uk/for-organisations/guid... |
302 | Ensuring self-excluded customers do not receive marketing materials | Taking action on failures to prevent marketing material being sent to self-excluded customers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | It is a breach of the social responsibility code if you are unable to demonstrate that you had taken all reasonable steps to prevent marketing materials from being sent to self-excluded customers.
You should also take the same steps to prevent marketing to customers whose self-exclusion has expired but who are yet ... |
303 | Ensuring self-excluded customers do not receive marketing materials | Where self-exclusion has expired | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | You should also take the same steps to prevent marketing to customers whose self-exclusion has expired but who are yet to make a positive decision to return to gambling.
|
304 | Ensuring self-excluded customers do not receive marketing materials | Issues to be aware of and manage to prevent failures from occurring within your business | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | Operators who have sent marketing material to self-excluded customers in error have reported that this occurred for one or more of the following reasons:
* individual members of staff using manual “work-arounds” of systems designed to ensure that the accounts of self-excluded customers are excluded from e-mail and S... |
305 | Ensuring self-excluded customers do not receive marketing materials | Key events: reporting incidents | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | The following code is relevant to this section:
[LCCP: Ordinary code 8.1.1](/licensees-and-businesses/lccp/condition/8-1-1-information-requirements-ordinary-code)
You should notify us of any matters which in your view could have a material impact on your business or affect your compliance.
Given the potential... |
306 | Contents | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | * [Ensuring self-excluded customers do not receive marketing materials](#)
* [Affiliates or third parties](#affiliates-or-third-parties)
* [Where self-exclusion has expired](#where-self-exclusion-has-expired)
* [Key events: reporting incidents](#key-events-reporting-incidents)
[Print this guide](#) | |
307 | Fair and transparent terms and practices | You must treat your customers fairly | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/fair-and-transparent-terms-and-practices | Operators must comply with consumer protection laws and treat customers in a fair, open and transparent way. This extends to operators- terms and conditions and practices.
The Licence Conditions and Codes of Practice (LCCP) contain relevant requirements at licence condition [7.1 (Fair and transparent terms and pra... |
308 | Approved Alternative Dispute Resolution (ADR) providers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The following Alternative Dispute Resolution (ADR) providers have been approved for the purposes of the [Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and information) Regulations 2015 (opens in new tab)](https://www.legislation.gov.uk/uksi/2015/542/contents/made) .
The ADR Regulatio... | |
309 | Approved Alternative Dispute Resolution (ADR) providers | Standards for ADR providers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | We require Licensed operators to only use providers who meet our requirements, as well as those detailed in the ADR Regulations.
|
310 | Approved Alternative Dispute Resolution (ADR) providers | Approved providers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The following providers currently meet our requirements and the requirements detailed in the ADR Regulations. Select a provider to read more and find contact details.
ADR providers and their sectors | Provider | Sectors |
| --- | --- |
| [ADR group](/licensees-and-businesses/guide/page/adr-group) | * Adult ... |
311 | Approved Alternative Dispute Resolution (ADR) providers | ADR group | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | ADR Group is one of the largest dispute resolution service providers in the UK.
|
312 | Approved Alternative Dispute Resolution (ADR) providers | Contact ADR group | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit the [ADR group's website (opens in new tab)](http://www.adrgroup.co.uk/) .
ADR Group
London Hill
Rayleigh
Essex
SS6 7HW Telephone: **020 3600 5050**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
|
313 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Traders are charged annual fees, dependant on the scale of ADR services or on a case-by-case basis.
|
314 | Approved Alternative Dispute Resolution (ADR) providers | Languages | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The languages which can be used to submit a complaint are:
* English
* French
* German
* Greek
* Gujarati
* Hindi.
|
315 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * Adult Gaming Centre
* Family Entertainment Centre
* Lotteries.
|
316 | Approved Alternative Dispute Resolution (ADR) providers | How the procedure can be carried out | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The procedure can be conducted as both a verbal or written procedure.
|
317 | Approved Alternative Dispute Resolution (ADR) providers | Outcome of the ADR procedure | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The outcome is binding and non-binding.
|
318 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered, by another ADR entity.
* the value of the claim falls belo... |
319 | Approved Alternative Dispute Resolution (ADR) providers | Pegasus ADR Service | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Pegasus ADR Service is an impartial entity for arbitrating on disputes relating to the outcome of gambling transactions.
|
320 | Approved Alternative Dispute Resolution (ADR) providers | Contact Pegasus ADR Service | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [Pegasus ADR Service's website (opens in new tab)](http://pegasusadrservice.org.uk) .
Pegasus ADR Service
29-30 Ely Place
London
EC1N 6TD
Telephone: 01903 873785
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
|
321 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * Adult Gaming Centre
* Non-remote Bingo
* Family Entertainment Centre
* Public Houses and Members Clubs.
|
322 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered by, another ADR entity
* the value of the claim falls below... |
323 | Approved Alternative Dispute Resolution (ADR) providers | Centre for Effective Dispute Resolution (CEDR) | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The Centre for Effective Dispute Resolution (CEDR) specialises in mediation and alternative dispute resolution (ADR). It is an independent non-profit organisation and a registered charity.
|
324 | Approved Alternative Dispute Resolution (ADR) providers | Contact CEDR | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [CEDR's website (opens in new tab)](https://www.cedr.com/) .
Centre for Effective Dispute Resolution (CEDR)
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU
Telephone: **020 7520 3817**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-... |
325 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Scheme funding is provided by subscribing companies. Fees are to be confirmed.
|
326 | Approved Alternative Dispute Resolution (ADR) providers | Languages | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Complaints can be submitted in English and Welsh.
|
327 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
* Adult Gaming Centre
* Family Entertainment Centre
* Lotteries
* Remote (all sectors).
|
328 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered by another ADR entity.
* The value of the claim falls below... |
329 | Approved Alternative Dispute Resolution (ADR) providers | eCOGRA | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | eCOGRA is an independent and internationally approved testing agency. It specialises in the testing, inspection and certification of online gambling software and systems.
|
330 | Approved Alternative Dispute Resolution (ADR) providers | Contact eCOGRA | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [eCOGRA's website (opens in new tab)](https://ecogra.org/about-us/our-story) .
eCOGRA
2/F Berkeley Square House
Berkeley Square
London
W1J 6BD
Telephone: **0207 887 1480**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
|
331 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Operators are charged the following ADR fees:
* £100 for [eCOGRA Safe and Fair sealholders (opens in new tab)](https://ecogra.org/products-services/ecogra-egap-seal)
* £175 each month for non-sealholders.
|
332 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: remote (all sectors).
|
333 | Approved Alternative Dispute Resolution (ADR) providers | How the procedure can be carried out | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The procedure can be conducted as both a written procedure.
|
334 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the website is not included on eCOGRA-s list of approved websites
* the consumer has not ensured that at least two weeks have passed since the problem began, they have followed the approved licence holder-s internal complaints procedure and all reasonable attempts have been made to negotiate a solution with the appro... |
335 | Approved Alternative Dispute Resolution (ADR) providers | IBAS | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The Independent Betting Adjudication Service (IBAS) is a gambling-specialist Alternative Dispute Resolution (ADR) Service. It adjudicates on disputes between licensed gambling operators and their customers.
|
336 | Approved Alternative Dispute Resolution (ADR) providers | Contact IBAS | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [IBAS's website (opens in new tab)](https://www.ibas-uk.com/) .
Independent Betting Adjudication Service (IBAS)
PO BOX 62639
London
EC3P 3AS
Telephone: **020 7347 5883**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
|
337 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The service is free of charge to consumers.
For traders, services are funded on annual registration fees.
|
338 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
* Remote (all sectors)
* Adult Gaming Centre
* Betting
* Bingo
* Casinos
* Lotteries.
|
339 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered, by another ADR entity
* the value of the claim falls below... |
340 | Approved Alternative Dispute Resolution (ADR) providers | Lindsays | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Lindays have an approved lawyer who can provide Alternative Dispute Resolution (ADR) services in connection with disputes about the outcome of a gambling transaction involving **lotteries** .
The form of ADR provided is mediation and the [person responsible for this work is Jennifer Gallagher (opens in new tab)]... |
341 | Approved Alternative Dispute Resolution (ADR) providers | Contact Jennifer Gallagher - Lindsays | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [Lindays' website (opens in new tab)](https://www.lindsays.co.uk//) .
Jennifer Gallagher
Lindsays
Seabraes House
18 Greenmarket
Dundee
DD1 4QB
Telephone: **01382 224112**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
|
342 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The operator will be solely responsible for any cost up to a maximum of £750 plus VAT. If that limit is likely to be exceeded, the cost of mediation will be agreed between both parties.
|
343 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: Lotteries.
|
344 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The ADR entity may refuse to deal with a dispute if the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity.
|
345 | Approved Alternative Dispute Resolution (ADR) providers | ProMediate | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | ProMediate is an accredited mediation provider and registered Civil Mediation Council mediation training provider.
|
346 | Approved Alternative Dispute Resolution (ADR) providers | Contact ProMediate | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [ProMediate's website (opens in new tab)](https://www.promediate.co.uk/) .
Mr Peter Causton
Brow Farm
Top Road
Frodsham
WA6 6SP
Telephone: **01928 732455**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
|
347 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | No fees are charged to consumers.
Fees are charged to traders.
|
348 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: all sectors.
|
349 | Approved Alternative Dispute Resolution (ADR) providers | Outcome of the ADR procedure | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The outcome is non-binding.
|
350 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the value of the claim falls above or below the monetary threshold set by the ADR entity
* the dispute is being, or... |
351 | Approved Alternative Dispute Resolution (ADR) providers | Tattersalls Committee | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Tattersalls Committee provide an independent dispute resolution service where there is a disagreement between backer and bookmaker over the returns on a bet.
|
352 | Approved Alternative Dispute Resolution (ADR) providers | Contact Tattersalls Committee | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [Tattersalls Committee's website (opens in new tab)](https://www.tattersallscommittee.co.uk/) .
Contact by post:
Tattersalls Committee
PO box 159
St Ives
Cambridgeshire
PE27 9BP
Telephone: **01480 499189**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-... |
353 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Services are free of charge.
|
354 | Approved Alternative Dispute Resolution (ADR) providers | Languages | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Complaints can be submitted in English.
|
355 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: betting.
|
356 | Approved Alternative Dispute Resolution (ADR) providers | How the procedure can be carried out | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The procedure can be conducted as both a verbal or written procedure.
|
357 | Approved Alternative Dispute Resolution (ADR) providers | Outcome of the ADR procedure | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The outcome is binding.
|
358 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The ADR entity may refuse to deal with a dispute in the following circumstances:
* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has pr... |
359 | Approved Alternative Dispute Resolution (ADR) providers | Files | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format [contact us](/forms/formatrequest) with details of what you require. It would help us to know what technology you use and the required format.
**PDF Files** Some PDF files cannot be displ... |
360 | Contents | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * [Approved Alternative Dispute Resolution (ADR) providers](#)
* [ADR group](#adr-group)
* [Pegasus ADR Service](#pegasus-adr-service)
* [Centre for Effective Dispute Resolution (CEDR)](#centre-for-effective-dispute-resolution-cedr)
* [eCOGRA](#ecogra)
* [IBAS](#ibas)
* [Lindsays](#lindsays)
* [ProMediate](#promediate)... | |
361 | Handling complaints and Alternate Dispute Resolution (ADR) | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr |
> Licensed gambling operators are required to meet certain standards when handling complaints. They must also offer dispute resolution by an independent third party or Alternate Dispute Resolution (ADR) provider.
>
>
## How to handle customer complaints
Gambling Commission's Handling complaints and Alternate D... | |
362 | Handling complaints and Alternate Dispute Resolution (ADR) | How to handle customer complaints | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | You must make sure your policies and procedures for accepting and handling complaints are fair, open and transparent.
Your procedures must give customers clear and accessible information on how to make a complaint.
They must also include:
* the timescales you will take to respond
* information about how the cu... |
363 | Handling complaints and Alternate Dispute Resolution (ADR) | Developing complaints handling policies | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr |
> We expect you to follow our [guidance on how we expect you to handle complaints and disputes](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting) .
>
>
This guidance:
* sets out the minimum standards we expect from you in handling customer complaints
* provides guidance on imp... |
364 | Handling complaints and Alternate Dispute Resolution (ADR) | Timescales to respond | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | The entire complaints process takes 8 weeks or less.
1. ## Receive the complaint
2. ## Acknowledge receipt
3. ## Investigate and issue a decision
4. ## If the customer is satisfied with the outcome
5. ## If the customer is not satisfied with the outcome
6. ## Write to the customer confirming the end of the pro... |
365 | Handling complaints and Alternate Dispute Resolution (ADR) | Receive the complaint | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | This is day one of the process.
|
366 | Handling complaints and Alternate Dispute Resolution (ADR) | Acknowledge receipt | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | You should give customers an acknowledgement of the complaint as soon as reasonably possible and within **3 working days** of receiving it.
If your business offers 24-hour gambling facilities, you should give acknowledgement within **24 hours** of receiving the complaint.
|
367 | Handling complaints and Alternate Dispute Resolution (ADR) | Investigate and issue a decision | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | We encourage you to be open and transparent when handling complaints.
|
368 | Handling complaints and Alternate Dispute Resolution (ADR) | If the customer is satisfied with the outcome | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | This is the end of the process. You should then issue a final response in writing.
|
369 | Handling complaints and Alternate Dispute Resolution (ADR) | If the customer is not satisfied with the outcome | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | You may choose to put in place procedures so that the complaint can be escalated within the business.
You must ensure that the entire complaints process, including any internal escalation, takes no longer than eight weeks from when you first received the complaint.
|
370 | Handling complaints and Alternate Dispute Resolution (ADR) | Write to the customer confirming the end of the process | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | The letter should explain the final decision and that this is the end of the business-s complaints process. It should also explain how the customer can escalate their complaint to an independent ADR entity if they want to.
The process ends if the customer-s complaint remains unresolved after eight weeks, or if you ... |
371 | Handling complaints and Alternate Dispute Resolution (ADR) | Escalating to an Alternative Dispute Resolution | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | You must offer customers dispute resolution free of charge if a dispute about the outcome of their gambling transaction has not been resolved by your complaints procedure within 8 weeks or earlier.
You must choose an [approved ADR provider](/licensees-and-businesses/guide/approved-alternative-dispute-resolution-ad... |
372 | Handling complaints and Alternate Dispute Resolution (ADR) | ADR guidance for businesses | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr |
> We recommend you follow [guidance on alternative dispute resolution (opens in new tab)](https://www.businesscompanion.info/node/491/mid/1656) originally produced by the Department for Business, Innovation and Skills (now [Department for Business, Energy & Industrial Strategy (opens in new tab)](https://www.gov.u... |
373 | Handling complaints and Alternate Dispute Resolution (ADR) | What you must do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | We have summarised the requirements for licensed gambling operators and ADR as follows.
### Offer binding decisions
We expect you to offer ADR which is binding (if accepted by the customer) for disputes which would otherwise be taken to the small claims court. These are disputes of no more than £10,000.
For di... |
374 | Handling complaints and Alternate Dispute Resolution (ADR) | ADR requirements only apply to businesses which contract directly with consumers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | However, 'B2B' operators should support ADR processes. For example, by providing information to the businesses with which they contract to support investigation of a dispute.
|
375 | Handling complaints and Alternate Dispute Resolution (ADR) | Unlicensed gambling operators | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | Gambling businesses which are not licensed by the Commission are not required by us to offer dispute resolution. For example, unlicensed family entertainment centres or pubs and clubs with gaming machines.
However, we recommend you read the [alternative dispute resolution guidance](/licensees-and-businesses/guide/... |
376 | Contents | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | * [Handling complaints and Alternate Dispute Resolution (ADR)](#)
* [How to handle customer complaints](#handling-complaints)
* [Developing complaints handling policies](#developing-complaints-handling-policies)
* [Timescales to respond](#timescales-for-the-complaints-process)
* [Escalating to an Alternative Dispute Re... | |
377 | Become an approved Alternative Dispute Resolution (ADR) provider | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | You must have approval from the Gambling Commission to provide dispute resolution services to the gambling industry.
Gambling operators are only able to use [approved Alternative Dispute Resolution (ADR) providers](/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers) .
If you ... | |
378 | Become an approved Alternative Dispute Resolution (ADR) provider | Before you apply | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | You should:
* make sure you read the requirements - view and download the [Alternative Dispute Resolution for Consumer Disputes regulations (opens in new tab)](#) on legislation.gov.uk
* be familiar with consumer rights legislation, such as unfair terms
* consider issues such as whether a particular term at the he... |
379 | Become an approved Alternative Dispute Resolution (ADR) provider | How to apply | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | You'll need to complete an [ADR application form](#4EweFN4UURle4GTRTKkeaD) and return it to us.
There are no costs to apply.
### Email
[Licensing@gamblingcommission.gov.uk](mailto:Licensing@gamblingcommission.gov.uk)
|
380 | Become an approved Alternative Dispute Resolution (ADR) provider | After you apply | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | You must inform us whenever any of your information changes.
You should also follow our [standards and guidance for ADR providers](#4IcqSrVBV0t2pJmxEEC6wQ) , which sets out how we expect ADR providers to operate.
|
381 | Become an approved Alternative Dispute Resolution (ADR) provider | Files | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format [contact us](/forms/formatrequest) with details of what you require. It would help us to know what technology you use and the required format.
**PDF Files** Some PDF files cannot be displ... |
382 | Good practice complaints handling: tips for licensees | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Following a review of complaints policies, this guide includes recommendations for licensees for good practice complaints handling.
The Commission reviewed 34 licensee complaints policies, from a range of sectors, and found a number of areas where licensees could make improvements. The recommendations should help m... | |
383 | Good practice complaints handling: tips for licensees | Include a link to your complaints procedure on your homepage | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Our review found that some complaints procedures were difficult to find on licensees' websites, sometimes found within lengthy terms and conditions. Good practice is to have a direct link to your complaints procedure on the homepage of your website.
|
384 | Good practice complaints handling: tips for licensees | Use plain English and avoid jargon or legalese | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | [Research from the legal sector on the complaints process (PDF) (opens in new tab)](https://www.legalombudsman.org.uk/media/blifooha/language-of-complaints-report.pdf) has shown that customers believe using complicated ‘legalese- language is designed to intimidate them. It also leads to them perceiving the process of... |
385 | Good practice complaints handling: tips for licensees | Have a short and clear process for complaints | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Examples of good practice we saw in our review were policies with 3 stages:
1. initial complaints
2. escalation within the organisation, often to a senior team
3. escalation to an independent alternative dispute resolution (ADR) provider.
When someone has reached the end of each stage of this process, it should be... |
386 | Good practice complaints handling: tips for licensees | Tell people what information you need to investigate their complaint | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | It helps consumers to articulate their complaint if you explain to them what information you need to process it. It will prevent delay and help you to investigate the complaint quickly if you have all of the information you need at the outset. It will also help you and the ADR provider to investigate if the complaint ... |
387 | Good practice complaints handling: tips for licensees | Include details of the 8 week time limit for resolving complaints or issuing a final response | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We understand many licensees aim to resolve complaints well within the 8-week time limit, with many saying they aim to provide responses within 24 hours or 5 working days. However, as required by [Social Responsibility code provision 6.1.1.2](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes) , ... |
388 | Good practice complaints handling: tips for licensees | Be clear when you have given a final decision or reached ‘deadlock- | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We saw few examples of licensees referring to ‘deadlock-. This is when a consumer has reached the end of their complaints process but a resolution has not been reached, after which they can escalate to an ADR provider.
This was also raised by ADR provider IBAS as an area that could require more clarity, so they are... |
389 | Good practice complaints handling: tips for licensees | Include clickable links and check that they work | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We saw examples of licensees who signposted people to their contact methods for making complaints, or how to escalate to an ADR provider, but did not include the links for them, or the links did not work. We also saw examples of licensees with incorrect or out of date information included in their policies.
|
390 | Good practice complaints handling: tips for licensees | Utilise technology to help guide people but always provide alternative contact methods | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Many licensees now accept complaints via Live Chat, which we understand is an efficient and quick way for complaints to be resolved early on. Similarly, we saw an example of an operator using ‘decision tree- technology to filter people through relevant FAQs to help guide them to the most relevant information. While th... |
391 | Good practice complaints handling: tips for licensees | Be accessible for all, including vulnerable people, and make adjustments where required | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We saw very few examples of licensees acknowledging that people may need reasonable adjustments and that they would consider taking these into account when handling a consumer-s complaint. As [research for Citizen-s Advice on consumer experiences of complaints handling (PDF) (opens in new tab)](https://www.citizensad... |
392 | Good practice complaints handling: tips for licensees | Keep a 'virtual paper trail' | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Our Contact Centre team told us that they have seen examples where there are no records of conversations where people have complained via Live Chat. As required by [SR code provision 6.1.1.7](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes) , licensees should keep records of customer complaint... |
393 | Good practice complaints handling: tips for licensees | Utilise Resolver and other consumer support tools | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We do not endorse Resolver-s service nor require licensees to sign up to it. However, we know many consumers have found its support helpful when making a complaint. It is vital that your complaints procedure is accessible enough so that people do not need to involve a third party, but you should still accept complaint... |
394 | Good practice complaints handling: tips for licensees | Provide clear signposting to ADR providers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Our [guidance on complaints and disputes](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting/5-adr-requirements) says that licensees should provide consumers with the contact details for their ADR provider, and, where necessary, details of any limitation on the nature or subject matter ... |
395 | Gaming machine categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | A gaming machine is defined by the [Gambling Act 2005 (opens in new tab)](http://www.legislation.gov.uk/ukpga/2005/19/contents) as a machine that is designed or adapted for use by individuals to gamble - whether or not it can also be used for other purposes.
Most gaming machines are of the reel-based type. These ... | |
396 | Gaming machine categories | Categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | Gaming machines fall into categories depending on the maximum stake and prize available.
The categories are:
* A - Category A machines are the only machines with unlimited stakes and prizes. However, no category A gaming machines are currently permitted.
* [B1](/licensees-and-businesses/guide/page/b1-gaming-machi... |
397 | Gaming machine categories | Skill with prizes (SWPs) are not gaming machines | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | Read more about the [differences between SWPs and gaming machines](/licensees-and-businesses/guide/page/skill-with-prize-machines) .
|
398 | Gaming machine categories | Other systems which are not gaming machines | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | Devices or systems which are not defined as gaming machines include:
* domestic or dual-use computers
* telephones or other machines for facilitating communication
* machines designed or adapted to bet on future real events
* lottery terminals
* in a bingo premises, machines designed or adapted for the playing of bi... |
399 | Gaming machine categories | Requirements for B1 gaming machines | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | Maximum stake: £5 Maximum prize: £10,000 - with the option of a maximum £20,000 linked progressive jackpot on a premises basis only Permitted location: 2005 Act and 1968 Act casinos Maximum number of machines - 2005 Act large casinos: Up to a maximum of 150
Any combination of categories B to D - subject to a... |
400 | Gaming machine categories | Licences and permits required | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | B1 machines can only be made available in casinos. You must have either a [non-remote 2005 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-2005-act-casino-operating-licence) or a [non-remote 1968 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remot... |
Subsets and Splits
No community queries yet
The top public SQL queries from the community will appear here once available.