The UK Gambling Commission in simplifying its consumer complaint code for gambling sites in an effort to streamline the process and make things easier for consumers to bring complaints against gambling operators.
The commission said it expects to formalize the new code by the end of October.
The UK’s current code was adopted in 2015 and allows consumers to challenge gambling operators without going to court and instead allowing mediation by an independent third party. The changes to the code are designed to make it easier for UK consumers to access dispute information and understand conditions for challenging operators.
They include new rules on the types of consumer complaints allowed, potential conflicts of interest and the information customer service providers give to consumers, among other points.
“The standards published today seek to simplify existing complaints processes and ensure consumer complaints are handled in a fair, timely, transparent and effective manner,” said Ian Angus, program director for consumer protection and empowerment for the commission. “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.”
