Following a review of 34 licensee complaints policies from various iGaming sectors, the United Kingdom Gambling Commission (UKGC) issued a fresh set of tips for licensees reminding them of existing rules and guidance.
The reassessment of complaints policies complements the Government's Gambling Act review and explores ways how iGaming licensees can improve their complaints handling procedures.
A Reminder About Existing Guidance
The UKGC review found the reviewed licensees' practices met the basic requirements; however, the regulator noted that there were still areas where license holders could improve complaints handling.
The following are tips given to operators on how to improve complaints handling:
- Including a link to complaints procedure on the homepage and making sure they work
- Using plain English and avoiding jargon or legal terms, and making the complaints process short and clear
- Letting customers know what information they must provide
- Including details of the 8-week time limit for resolving complaints or issuing a final response
- Giving clear final decisions and information on a 'deadlock'
- Utilising technology to help guide customers through the complaints process; offering alternative methods of contact
- Making sure information is accessible for all, including vulnerable people
- Keeping a "virtual paper trail"
- Utilising consumer support tools
- Providing clear signposting to ADR providers
Have You Exhausted All Support Avenues? AskGamblers Can Help
The UKGC review highlighted that 8% of players had ever made a complaint. In comparison, 4% reported that they wanted to make a complaint but decided not to due to the widely-held perception that the process is tedious and that licensees may be purposefully difficult to reach.
However, ensuring you have exhausted all possible avenues for support with a, say, an operator is crucial because it is the only way AskGamblers can step in to help.
AskGamblers Casino Complaints Service (AGCCS) has helped over 16,000 players resolve their disputes with online casinos, returning more than $47 million in unfairly confiscated funds in the process.
Moreover, keeping a solid AGCCS track record can substantially improve an online casino's CasinoRank score, helping operators and players alike.
Take a look at AGCCS's record-breaking report for 2021 for the most important highlights and check out our complaints guidelines to in case you have a pending complaint.
