Commission sets out new complaint standards

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The Gambling Commission has published new standards, coming into effect from 31 October, which are intended to improve how complaints are handled by alternative dispute resolution (ADR) providers in the gambling industry.

The new guidance sets out how consumer com- plaints should be handled, and according to the regulator, make it clear what the Commission’s expectations

are regarding; the types of consumer complaints it expects providers to take on; principles for consider- ing compensation; decision quality standards, particularly focused on how providers look at and use evidence; conflicts of interests; the information and customer service providers give to consumers; the information and data providers share with us and others.

The new standards alsooutline The Ombudsman Association’s (OA) six prin- ciples of good governance, which the Commission expects providers to follow whether or not they are members of the OA.

“The standards pub- lished today seek to simplify existing complaints processes and ensure con- sumer complaints are handled in a fair, timely, transparent and effective manner.” explained Ian Angus, programme director consumer protection and empowerment. “Improved standards will also help cultivate consumer trust and confidence in the industry. The standards will come into effect from 31 October, alongside further changes that provide stronger protection for consumers and ensure they are treated fairly.”

Following the 31 October, the Commission will begin to assess ADRs against the new standards.

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