david clifton licensing expert dont forget to read the new complaints disputes guidanceby Joker 24.10.2018 0 comments
UK licensed B2C gambling operators are all hopefully aware of the LCCP changes that come into effect on 31 October. If not, they have a range of options to find out more before it’s too late, for example:
What might have slipped a little more under the radar is that tying in with the updated complaints process requirements introduced by the LCCP changes, what will also come into effect on 31 October, are:
In many respects, those two documents complement each other, although it’s true to say that whilst the former is directed fairly and squarely at operators to guide them on handling complaints and disputes in line with the Commission’s expectations, the latter is more focused on ADR providers.
Nevertheless, they are both worth a thorough read by operators’ compliance, social responsibility and customer relations teams, not least to ensure that their complaints handling policies and procedures are fully updated and implemented in line with amended LCCP social responsibility code provision 6.1.1.
Key new aspects within the guidance note include the following:
The guidance note goes on to set out the ADR requirements, the complaints-related information that must be provided to customers and the Commission’s requirements in relation to information reporting. Further useful information is on the Commission’s website.
In order to assist operators, the Gambling Commission has kindly authorised SBC News to reproduce below its flowchart (included within the “Complaints and disputes” guidance) illustrating the complaint process timescales that will apply with effect from 31 October:
David Clifton – Director – Clifton Davies Consultancy Limited