Gambling Commission empowers punters with new disputes resolution service
Customers able to use ‘Resolver’ tool from 1 August to help guide them through complaints process
The Gambling Commission has announced the introduction of a new service that aims to guide punters through disputes with operators.
The regulator has come to an agreement with a third-party service called Resolver, which describes itself as “a free tool to help consumers raise and resolve issues”
Resolver offers template complaint letters and technology to automate the complaints process, including drafting the letter, sending it, monitoring replies and escalating it if necessary.
From 1 August, punters will be able to use Resolver to make complaints, with the Commission asking companies to provide information to the site about their complaints and disputes processes.
EGR understands the 1 August date is a soft launch, with the Commission doing limited publicity about the service so operators have time to provide information to Resolver.
The Commission said it expects all operators to accept complaints made through the Resolver system.
The regulator added: “The Gambling Commission has worked with the team at Resolver to help develop the information that Resolver uses about gambling, though Resolver remains entirely independent of us.”
The announcement follows the Commission’s new enforcement strategy of “putting the customer first”.
Brian Chappell, founder of campaign group Justice for Punters told EGR: “We’re delighted that the UK Gambling Commission is reviewing gambling dispute procedures and considering options like ‘Resolver’. If it works well it will help both companies and customers, hopefully reducing the need for arbitration and courts.”