The Independent Betting Adjudication Service (IBAS) wants the job of U.K. Gambling Ombudsman, should it become available. That new position could be created by changes in the Gambling Act contemplated in the White Paper review of the 2005 law.
Richard Hayler, IBAS’s managing director, laid claim to the job, claiming the service could take on the role “faster than any entirely new service could be created.” In its statement, IBAS said that the ombudsman should not be “learning on the job.” It noted that it addresses 80 percent of the industry complaints over a quarter century.
Hayler added, “IBAS’s experience, expertise and commitment to independent decisions are unparalleled – having resolved over 85,000 gambling disputes.” He added, “I welcome the creation of a new Ombudsman, but for this to work it needs to be run by an organization that understands the sector and has a track record of helping and protecting consumers.”
Hayler expects the U.K. Gambling Commission to create the position to “reduce harmful gambling and for the prevention of complaints.” He added that the Commission would need cooperation to “define the parameters” when considering disputes and providing customer advice and protection.
In arguing that it is right for the job, IBAS declared, “We will set out detailed performance targets in support of these aims and concerning our cost, efficiency, and timeliness. We will publish our performance against these targets each quarter. We will be committed to making gambling fairer and safer, to the benefit of consumers and gambling businesses.”
The Service says it would expect to handle up to 7,500 complaints in the first year. And to handle 10,000 requests for advice or support from consumers that don’t qualify as disputes.
IBAS Chairman Andrew Fraser concluded, “Our plan for a Gambling Ombudsman would make sure consumers are protected and avoid the backlog of complaints. On top of this, this plan provides a solution that works for government, the regulator, and the industry.”
Due to the chaos created by the recent resignation of Prime Minister Boris Johnson, no one knows when the White Paper will be published at this time.
