UKGC issues guidance on operator complaint handling
The newly-published guidance comes after the UKGC has reviewed and demanded accountability from more than 34 licensed gambling operator complaints policies which cover a variety of factors, including ease of use and assessing their accessibility.
The UKGC research has concluded that 8% of gamblers have made a complaint in the past, with an additional 4% reporting they had wished to make a complaint but did not.
The research also concluded that the lengthy complaints processes and additionally licensed gambling operators are purposely challenging to contact in order to put off gamblers from taking the complaints further.
The UK Gambling Commission has, as a result, discovered that the majority of reviewed policies met only the basic standards. It has since gone on to highlight a number of areas that require a major improvement in order to make it easier for gamblers to make complaints.
One method of improving the complaint handling processes was to avoid any jargon and use short and transparent processes. Another one is to include clickable links and inform gamblers of the eight-week limit for resolving complaints or issuing final responses.
Ian Angus, the UK Gambling Commission’s Director of Policies: “Good complaints handling is vital in the gambling industry. We want consumers to be able to easily find and understand policies and be able to raise their complaints without any barriers.
“We know gambling businesses receive around 200,000 complaints every year, and while the Government’s review of the Gambling Act will consider where these can be escalated to, the majority will still need to go through the licensee’s complaints process first. We want to help them handle these well, to improve outcomes for both them and consumers.”
This latest review of the UK Gambling Act previously experienced a number of delays due to the opposition from senior Government members and the recent Conservative Party leadership content.
The UKGC also planned to introduce other changes to policies in September, which should also help protect players further.
Keep an eye here for more about the Gambling Commission and how it can change your gameplay.
G. H. Moretto is the Editor at New Casinos.com and Nyecasino.org, also an expert in advertising and casino content with a passion for blackjack tables. He has managed research, content writing, translations and holds a degree in Social Communication with honours in Advertising, bringing to the table a decade of experience in the advertising and online gambling industries combined. Moretto was also directly involved in a Child Gambling project in the UK, which was discussed with several MPs to bring forward legislation changes to protect children. He has reviewed thousands of online casinos, slots and casino games and he definitely knows his way around bonuses, payment methods and trends. This casino enthusiast is an Editor at NewCasinos.com on a mission to reveal all the secrets of the industry with in-depth and unbiased reviews. Moretto aims to educate new and seasoned players about the risks and rewards of all new casinos, their bonuses and features to help players make better-informed decisions.
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