Gambling Commission issues guidance on operator complaint handling
The Gambling Commission has published advice on how licensees should handle complaints, as part of a review of complaints policies
The Gambling Commission has published advice on how licensees should handle complaints, as piece of a review article of complaints policies.
The counseling comes after the Commission reviewed 34 licensee complaints policies from a chain of mountains of sectors, assessing their accessibility and easiness of use.
Commission explore revealed that 8% of gamblers had made a complaint in the past, with a farther 4% reporting that they wished to make believe a complaint but didn’t. Research suggested reasons for non doing so included lengthy complaints processes and licensees being deliberately difficult to contact.
The Commission found that a majority of reviewed policies met the staple required standards, but highlighted a keep down of areas for melioration to make up the treat easier for customers.
Some of the tips issued to improve complaint manipulation included avoiding jargon, including clickable links, using unawares and clear processes and making known customers of the eight-week clip limit point for resolving complaints or issuing final responses.
Gambling Commission Director of Policy Ian Angus said: “Good complaints handling is vital in the gaming industry. We want consumers to live able-bodied to easy find and read policies and be able-bodied to wage hike their complaints without any barriers.
“We know gaming businesses incur around 200,000 complaints every year, and spell the Government’s critique of the Gambling Act testament deal where these can follow escalated to, the absolute majority will noneffervescent demand to proceed through and through the licensee’s complaints outgrowth first. We want to help them palm these well, to improve outcomes for both them and consumers.”