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301 | Ensuring self-excluded customers do not receive marketing materials | Affiliates or third parties | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | Gambling businesses must comply with the relevant requirements set out in LCCP, the [Data Protection Act 2018 (opens in new tab)](https://www.legislation.gov.uk/ukpga/2018/12/contents/enacted) and [Privacy and Electronic Communications Regulations (PECR) (opens in new tab)](https://ico.org.uk/for-organisations/guide-to-pecr/what-are-pecr/) when using affiliates to undertake direct marketing. We, and the ICO, consider that you are primarily responsible for any breaches.
You should address the risks associated with using affiliates to acquire customers on your behalf through direct marketing by email or SMS. Those who have self-excluded are particularly vulnerable due to the risk of problem gambling harm and the sensitivity of their personal data.
You could manage the risk of an affiliate marketing to those who have self-excluded by ensuring that the affiliate removes from its marketing list any individual who has self-excluded. However, you will be held responsible if the affiliate does not process and manage that data appropriately.
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302 | Ensuring self-excluded customers do not receive marketing materials | Taking action on failures to prevent marketing material being sent to self-excluded customers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | It is a breach of the social responsibility code if you are unable to demonstrate that you had taken all reasonable steps to prevent marketing materials from being sent to self-excluded customers.
You should also take the same steps to prevent marketing to customers whose self-exclusion has expired but who are yet to make a positive decision to return to gambling. We will consider such cases in light of the specific circumstances involved but we would be unlikely to accept that you had taken all reasonable steps if there was a single point of failure (such as a mistake by one member of staff or at a single stage of the process) which had led to marketing materials being sent to self-excluded customers.
In any case where we determine that you have not taken reasonable steps to prevent a self-excluded customer from receiving marketing material we may take regulatory action against the business, the relevant Personal Management Licence holders, or both. Social responsibility code provision 1.1.2 (Responsibility for third parties) requires you to take responsibility for third parties with whom you contract for the provision of any aspect of your business related to the licensed activities.
Where you have a relationship with a third party which sends marketing materials to customers, you must take all reasonable steps to ensure that the provisions of social responsibility code provision 3.5.3 are not breached.
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303 | Ensuring self-excluded customers do not receive marketing materials | Where self-exclusion has expired | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | You should also take the same steps to prevent marketing to customers whose self-exclusion has expired but who are yet to make a positive decision to return to gambling.
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304 | Ensuring self-excluded customers do not receive marketing materials | Issues to be aware of and manage to prevent failures from occurring within your business | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | Operators who have sent marketing material to self-excluded customers in error have reported that this occurred for one or more of the following reasons:
* individual members of staff using manual “work-arounds” of systems designed to ensure that the accounts of self-excluded customers are excluded from e-mail and SMS marketing campaigns
* members of staff not following policies and procedures
* the recycling of old customer lists which had not been updated to remove the contact details of self-excluded customers
* technical vulnerabilities in control systems
* failures to clearly differentiate between those customers who had taken advantage of other gambling control tools (such as time-outs) and those who had self-excluded.
Operators have informed us that following incidents of this kind, they have taken steps to prevent a recurrence including:
* addressing single point of failures (that is, parts of the relevant systems that, if they fail, will stop the entire system from working)
* removing the ability for staff to use manual work-arounds
* introducing additional checks, controls and failsafe mechanisms.
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305 | Ensuring self-excluded customers do not receive marketing materials | Key events: reporting incidents | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | The following code is relevant to this section:
[LCCP: Ordinary code 8.1.1](/licensees-and-businesses/lccp/condition/8-1-1-information-requirements-ordinary-code)
You should notify us of any matters which in your view could have a material impact on your business or affect your compliance.
Given the potential impact on vulnerable people, we expect all incidents in which you, or one of your affiliates, send marketing material to self-excluded customers to be reported as a [key event](/licensees-and-businesses/guide/key-events-for-operators) .
Such incidents are likely to breach the [Privacy and Electronic Communications Regulations (PECR) (opens in a new tab)](https://ico.org.uk/for-organisations/guide-to-pecr/what-are-pecr/) and should also be reported to the Information Commissioner-s Office (ICO).
The ICO has also produced [direct marketing guidance (opens in a new tab)](https://ico.org.uk/media/1555/direct-marketing-guidance.pdf) . This includes helpful information on PECR and Section 11 of the DPA, as well as practical advice on safeguards such as the maintenance of marketing suppression lists.
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306 | Contents | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/ensuring-self-excluded-customers-do-not-receive-your-marketing-materials | * [Ensuring self-excluded customers do not receive marketing materials](#)
* [Affiliates or third parties](#affiliates-or-third-parties)
* [Where self-exclusion has expired](#where-self-exclusion-has-expired)
* [Key events: reporting incidents](#key-events-reporting-incidents)
[Print this guide](#) |
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307 | Fair and transparent terms and practices | You must treat your customers fairly | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/fair-and-transparent-terms-and-practices | Operators must comply with consumer protection laws and treat customers in a fair, open and transparent way. This extends to operators- terms and conditions and practices.
The Licence Conditions and Codes of Practice (LCCP) contain relevant requirements at licence condition [7.1 (Fair and transparent terms and practices)](/licensees-and-businesses/lccp/condition/7-1-1-fair-and-transparent-terms-and-practices) and code of practice provision [5.1.9 (Rewards and bonuses – other marketing requirements)](/licensees-and-businesses/lccp/condition/5-1-9-other-marketing-requirements) .
The Competition and Markets Authority (CMA) is the lead regulator for consumer protection law. The CMA has set out [clear principles that apply to online gambling operators (opens in a new tab)]( https://assets.publishing.service.gov.uk/media/5b87cd2a40f0b63c9ca2b51d/Further_information_for_online_gambling_companies.pdf) in relation to their promotions, practices, and account withdrawals. We work closely with the CMA in this area.
You must adhere to the CMA-s principles in order to demonstrate compliance with licence conditions and to ensure that gambling is provided fairly. This is in line with the second licensing objective of ensuring that gambling is conducted in a fair and open way.
You can also see [guidance produced by the CMA (opens in a new tab)](https://www.gov.uk/government/publications/online-gambling-promotions-dos-and-donts) to help you review your practices and ensure terms and conditions are in line with consumer protection law.
The following guidance is built on these principles.
[Next page
Transparency](/licensees-and-businesses/guide/page/transparency)
---
Last updated: 15 February 2022
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308 | Approved Alternative Dispute Resolution (ADR) providers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The following Alternative Dispute Resolution (ADR) providers have been approved for the purposes of the [Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and information) Regulations 2015 (opens in new tab)](https://www.legislation.gov.uk/uksi/2015/542/contents/made) .
The ADR Regulations specify the information required to be included in the list of approved ADR providers.
> Licensed operators are required only to use one or more ADR entity which has been [approved by us](#approved-providers) , the designated competent authority for gambling. ADR entities and Licensed operators must be fully compliant with the ADR Regulations.
>
>
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309 | Approved Alternative Dispute Resolution (ADR) providers | Standards for ADR providers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | We require Licensed operators to only use providers who meet our requirements, as well as those detailed in the ADR Regulations.
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310 | Approved Alternative Dispute Resolution (ADR) providers | Approved providers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The following providers currently meet our requirements and the requirements detailed in the ADR Regulations. Select a provider to read more and find contact details.
ADR providers and their sectors | Provider | Sectors |
| --- | --- |
| [ADR group](/licensees-and-businesses/guide/page/adr-group) | * Adult Gaming Centre
* Family Entertainment Centre
* Lotteries
* Remote (all sectors)
|
| [Pegasus ADR Service](/licensees-and-businesses/guide/page/pegasus-adr-service) | * Adult Gaming Centre
* Family Entertainment Centre
* Non-remote bingo
* Public houses and members' clubs
|
| [Centre for Effective Dispute Resolution (CEDR)](/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr) | * Adult Gaming Centre
* Family Entertainment Centre
* Lotteries
* Remote (all sectors)
|
| [eCOGRA](/licensees-and-businesses/guide/page/ecogra) | All sectors |
| [IBAS](/licensees-and-businesses/guide/page/ibas) | * Remote (all sectors)
* Adult Gaming Centre
* Betting
* Bingo
* Casino
* Lotteries
|
| [Lindsays](/licensees-and-businesses/guide/page/lindsays) | Lotteries |
| [ProMediate](/licensees-and-businesses/guide/page/promediate) | All sectors |
| [Tattersalls Committee](/licensees-and-businesses/guide/page/tattersalls-committee) | All sectors |
## ADR group
## Contact ADR group
## Fees charged by the ADR entity
## Languages
## Sectors and categories
## How the procedure can be carried out
## Outcome of the ADR procedure
## Grounds for refusal
## Pegasus ADR Service
## Contact Pegasus ADR Service
## Fees charged by the ADR entity
## Languages
## Sectors and categories
## How the procedure can be carried out
## Outcome of the ADR procedure
## Grounds for refusal
## Centre for Effective Dispute Resolution (CEDR)
## Contact CEDR
## Fees charged by the ADR entity
## Languages
## Sectors and categories
## How the procedure can be carried out
## Outcome of the ADR procedure
## Grounds for refusal
## eCOGRA
## Contact eCOGRA
## Fees charged by the ADR entity
## Languages
## Sectors and categories
## How the procedure can be carried out
## Outcome of the ADR procedure
## Grounds for refusal
## IBAS
## Contact IBAS
## Fees charged by the ADR entity
## Languages
## Sectors and categories
## How the procedure can be carried out
## Outcome of the ADR procedure
## Grounds for refusal
## Lindsays
## Contact Jennifer Gallagher - Lindsays
## Fees charged by the ADR entity
## Languages
## Sectors and categories
## How the procedure can be carried out
## Outcome of the ADR procedure
## Grounds for refusal
## ProMediate
## Contact ProMediate
## Fees charged by the ADR entity
## Languages
## Sectors and categories
## How the procedure can be carried out
## Outcome of the ADR procedure
## Grounds for refusal
## Tattersalls Committee
## Contact Tattersalls Committee
## Fees charged by the ADR entity
## Languages
## Sectors and categories
## How the procedure can be carried out
## Outcome of the ADR procedure
## Grounds for refusal
## Files
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311 | Approved Alternative Dispute Resolution (ADR) providers | ADR group | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | ADR Group is one of the largest dispute resolution service providers in the UK.
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312 | Approved Alternative Dispute Resolution (ADR) providers | Contact ADR group | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit the [ADR group's website (opens in new tab)](http://www.adrgroup.co.uk/) .
ADR Group
London Hill
Rayleigh
Essex
SS6 7HW Telephone: **020 3600 5050**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
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313 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Traders are charged annual fees, dependant on the scale of ADR services or on a case-by-case basis.
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314 | Approved Alternative Dispute Resolution (ADR) providers | Languages | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The languages which can be used to submit a complaint are:
* English
* French
* German
* Greek
* Gujarati
* Hindi.
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315 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * Adult Gaming Centre
* Family Entertainment Centre
* Lotteries.
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316 | Approved Alternative Dispute Resolution (ADR) providers | How the procedure can be carried out | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The procedure can be conducted as both a verbal or written procedure.
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317 | Approved Alternative Dispute Resolution (ADR) providers | Outcome of the ADR procedure | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The outcome is binding and non-binding.
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318 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered, by another ADR entity.
* the value of the claim falls below or above the monetary threshold set by the ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.
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319 | Approved Alternative Dispute Resolution (ADR) providers | Pegasus ADR Service | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Pegasus ADR Service is an impartial entity for arbitrating on disputes relating to the outcome of gambling transactions.
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320 | Approved Alternative Dispute Resolution (ADR) providers | Contact Pegasus ADR Service | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [Pegasus ADR Service's website (opens in new tab)](http://pegasusadrservice.org.uk) .
Pegasus ADR Service
29-30 Ely Place
London
EC1N 6TD
Telephone: 01903 873785
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
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321 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * Adult Gaming Centre
* Non-remote Bingo
* Family Entertainment Centre
* Public Houses and Members Clubs.
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322 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered by, another ADR entity
* the value of the claim falls below or above the monetary threshold set by the ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.
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323 | Approved Alternative Dispute Resolution (ADR) providers | Centre for Effective Dispute Resolution (CEDR) | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The Centre for Effective Dispute Resolution (CEDR) specialises in mediation and alternative dispute resolution (ADR). It is an independent non-profit organisation and a registered charity.
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324 | Approved Alternative Dispute Resolution (ADR) providers | Contact CEDR | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [CEDR's website (opens in new tab)](https://www.cedr.com/) .
Centre for Effective Dispute Resolution (CEDR)
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU
Telephone: **020 7520 3817**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
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325 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Scheme funding is provided by subscribing companies. Fees are to be confirmed.
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326 | Approved Alternative Dispute Resolution (ADR) providers | Languages | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Complaints can be submitted in English and Welsh.
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327 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
* Adult Gaming Centre
* Family Entertainment Centre
* Lotteries
* Remote (all sectors).
|
328 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered by another ADR entity.
* The value of the claim falls below or above the monetary threshold set by the ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.
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329 | Approved Alternative Dispute Resolution (ADR) providers | eCOGRA | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | eCOGRA is an independent and internationally approved testing agency. It specialises in the testing, inspection and certification of online gambling software and systems.
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330 | Approved Alternative Dispute Resolution (ADR) providers | Contact eCOGRA | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [eCOGRA's website (opens in new tab)](https://ecogra.org/about-us/our-story) .
eCOGRA
2/F Berkeley Square House
Berkeley Square
London
W1J 6BD
Telephone: **0207 887 1480**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
|
331 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Operators are charged the following ADR fees:
* £100 for [eCOGRA Safe and Fair sealholders (opens in new tab)](https://ecogra.org/products-services/ecogra-egap-seal)
* £175 each month for non-sealholders.
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332 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: remote (all sectors).
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333 | Approved Alternative Dispute Resolution (ADR) providers | How the procedure can be carried out | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The procedure can be conducted as both a written procedure.
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334 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the website is not included on eCOGRA-s list of approved websites
* the consumer has not ensured that at least two weeks have passed since the problem began, they have followed the approved licence holder-s internal complaints procedure and all reasonable attempts have been made to negotiate a solution with the approved licence holder before submitting an ADR dispute form
* the dispute is being, or has previously been considered by, another ADR entity or a court
* the dispute arose more than one year ago.
* in eCOGRA-s opinion, the dispute is frivolous, vexatious or does not relate to the outcome of a gambling transaction.
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335 | Approved Alternative Dispute Resolution (ADR) providers | IBAS | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The Independent Betting Adjudication Service (IBAS) is a gambling-specialist Alternative Dispute Resolution (ADR) Service. It adjudicates on disputes between licensed gambling operators and their customers.
|
336 | Approved Alternative Dispute Resolution (ADR) providers | Contact IBAS | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [IBAS's website (opens in new tab)](https://www.ibas-uk.com/) .
Independent Betting Adjudication Service (IBAS)
PO BOX 62639
London
EC3P 3AS
Telephone: **020 7347 5883**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
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337 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The service is free of charge to consumers.
For traders, services are funded on annual registration fees.
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338 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
* Remote (all sectors)
* Adult Gaming Centre
* Betting
* Bingo
* Casinos
* Lotteries.
|
339 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered, by another ADR entity
* the value of the claim falls below or above the monetary threshold set by the ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.
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340 | Approved Alternative Dispute Resolution (ADR) providers | Lindsays | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Lindays have an approved lawyer who can provide Alternative Dispute Resolution (ADR) services in connection with disputes about the outcome of a gambling transaction involving **lotteries** .
The form of ADR provided is mediation and the [person responsible for this work is Jennifer Gallagher (opens in new tab)](https://www.lindsays.co.uk/services/for-you-and-your-family/gambling-commission)
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341 | Approved Alternative Dispute Resolution (ADR) providers | Contact Jennifer Gallagher - Lindsays | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [Lindays' website (opens in new tab)](https://www.lindsays.co.uk//) .
Jennifer Gallagher
Lindsays
Seabraes House
18 Greenmarket
Dundee
DD1 4QB
Telephone: **01382 224112**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
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342 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The operator will be solely responsible for any cost up to a maximum of £750 plus VAT. If that limit is likely to be exceeded, the cost of mediation will be agreed between both parties.
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343 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: Lotteries.
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344 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The ADR entity may refuse to deal with a dispute if the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity.
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345 | Approved Alternative Dispute Resolution (ADR) providers | ProMediate | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | ProMediate is an accredited mediation provider and registered Civil Mediation Council mediation training provider.
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346 | Approved Alternative Dispute Resolution (ADR) providers | Contact ProMediate | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [ProMediate's website (opens in new tab)](https://www.promediate.co.uk/) .
Mr Peter Causton
Brow Farm
Top Road
Frodsham
WA6 6SP
Telephone: **01928 732455**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
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347 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | No fees are charged to consumers.
Fees are charged to traders.
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348 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: all sectors.
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349 | Approved Alternative Dispute Resolution (ADR) providers | Outcome of the ADR procedure | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The outcome is non-binding.
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350 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the value of the claim falls above or below the monetary threshold set by the ADR entity
* the dispute is being, or has previously been considered, by another ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.
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351 | Approved Alternative Dispute Resolution (ADR) providers | Tattersalls Committee | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Tattersalls Committee provide an independent dispute resolution service where there is a disagreement between backer and bookmaker over the returns on a bet.
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352 | Approved Alternative Dispute Resolution (ADR) providers | Contact Tattersalls Committee | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Visit [Tattersalls Committee's website (opens in new tab)](https://www.tattersallscommittee.co.uk/) .
Contact by post:
Tattersalls Committee
PO box 159
St Ives
Cambridgeshire
PE27 9BP
Telephone: **01480 499189**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
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353 | Approved Alternative Dispute Resolution (ADR) providers | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Services are free of charge.
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354 | Approved Alternative Dispute Resolution (ADR) providers | Languages | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Complaints can be submitted in English.
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355 | Approved Alternative Dispute Resolution (ADR) providers | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: betting.
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356 | Approved Alternative Dispute Resolution (ADR) providers | How the procedure can be carried out | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The procedure can be conducted as both a verbal or written procedure.
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357 | Approved Alternative Dispute Resolution (ADR) providers | Outcome of the ADR procedure | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The outcome is binding.
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358 | Approved Alternative Dispute Resolution (ADR) providers | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | The ADR entity may refuse to deal with a dispute in the following circumstances:
* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered, by another ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.
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359 | Approved Alternative Dispute Resolution (ADR) providers | Files | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format [contact us](/forms/formatrequest) with details of what you require. It would help us to know what technology you use and the required format.
**PDF Files** Some PDF files cannot be displayed in a browser, you will see a message saying 'Please wait...'. If you see this message, you will need to download the file and open it in [Adobe Acrobat Reader (opens in a new tab)](https://get.adobe.com/reader/) .
[Alternative dispute resolution (ADR) in the gambling industry: standards and guidance for ADR providers
application/pdf PDF 309.2 kB](//assets.ctfassets.net/j16ev64qyf6l/4IcqSrVBV0t2pJmxEEC6wQ/350c490467df810786068334ddef5d2c/ADR-in-the-gambling-industry-guidance.pdf)
---
Last updated: 11 November 2022
Show updates to this content BACTA ADR Service name has changed to Pegasus ADR Service. No other changes have been made to this content.
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360 | Contents | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers | * [Approved Alternative Dispute Resolution (ADR) providers](#)
* [ADR group](#adr-group)
* [Pegasus ADR Service](#pegasus-adr-service)
* [Centre for Effective Dispute Resolution (CEDR)](#centre-for-effective-dispute-resolution-cedr)
* [eCOGRA](#ecogra)
* [IBAS](#ibas)
* [Lindsays](#lindsays)
* [ProMediate](#promediate)
* [Tattersalls Committee](#tattersalls-committee)
[Print this guide](#) |
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361 | Handling complaints and Alternate Dispute Resolution (ADR) | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr |
> Licensed gambling operators are required to meet certain standards when handling complaints. They must also offer dispute resolution by an independent third party or Alternate Dispute Resolution (ADR) provider.
>
>
## How to handle customer complaints
Gambling Commission's Handling complaints and Alternate Dispute Resolution (ADR): Developing complaints handling policies. ## Developing complaints handling policies
## Timescales to respond
## Escalating to an Alternative Dispute Resolution
## ADR guidance for businesses
## What you must do
## ADR requirements only apply to businesses which contract directly with consumers
## Unlicensed gambling operators
---
Last updated: 11 June 2021
Show updates to this content No changes to show.
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362 | Handling complaints and Alternate Dispute Resolution (ADR) | How to handle customer complaints | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | You must make sure your policies and procedures for accepting and handling complaints are fair, open and transparent.
Your procedures must give customers clear and accessible information on how to make a complaint.
They must also include:
* the timescales you will take to respond
* information about how the customer can escalate the complaint, if they are not satisfied.
You must have arrangements in place for your customers to be able to refer any dispute to an ADR provider if you have been unable to resolve the dispute within **8 weeks** of receiving it.
You must also take account of any applicable learning or guidance that we publish and change your policies and procedures as necessary.
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363 | Handling complaints and Alternate Dispute Resolution (ADR) | Developing complaints handling policies | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr |
> We expect you to follow our [guidance on how we expect you to handle complaints and disputes](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting) .
>
>
This guidance:
* sets out the minimum standards we expect from you in handling customer complaints
* provides guidance on implementing [social responsibility code provision 6.1.1 - Complaints and disputes](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes) as set out in our [Licence Conditions and Codes of Practice](/licensees-and-businesses/lccp/online)
* summarises what we require you to report to us about complaints you receive.
### The guidance gives you some flexibility in how you comply
In the guidance, we use the word ‘must- for a legal obligation that you must follow. We use the word ‘should- as a recommendation of good practice that we expect you to follow. We will expect you to be able to explain the reasons if you depart from that good practice standard.
You should accept complaints made in person, over the phone or by email where such facilities exist, or via third party intermediaries or support tools, such as the [free online tool Resolver (opens in new tab)](https://www.resolver.co.uk/) .
### What you should do when handling complaints
You should provide the customer with written confirmation that they have reached the end of your complaints procedure at the end of **8 weeks** after receiving the initial complaint (or sooner, if you reach the end of your complaints process sooner), with information about how to escalate the case to ADR.
You should also respond to enquiries from ADR providers within **10 working days** of receiving the request.
> You should not impose unreasonable time limits for customers to make complaints.
>
>
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364 | Handling complaints and Alternate Dispute Resolution (ADR) | Timescales to respond | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | The entire complaints process takes 8 weeks or less.
1. ## Receive the complaint
2. ## Acknowledge receipt
3. ## Investigate and issue a decision
4. ## If the customer is satisfied with the outcome
5. ## If the customer is not satisfied with the outcome
6. ## Write to the customer confirming the end of the process
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365 | Handling complaints and Alternate Dispute Resolution (ADR) | Receive the complaint | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | This is day one of the process.
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366 | Handling complaints and Alternate Dispute Resolution (ADR) | Acknowledge receipt | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | You should give customers an acknowledgement of the complaint as soon as reasonably possible and within **3 working days** of receiving it.
If your business offers 24-hour gambling facilities, you should give acknowledgement within **24 hours** of receiving the complaint.
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367 | Handling complaints and Alternate Dispute Resolution (ADR) | Investigate and issue a decision | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | We encourage you to be open and transparent when handling complaints.
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368 | Handling complaints and Alternate Dispute Resolution (ADR) | If the customer is satisfied with the outcome | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | This is the end of the process. You should then issue a final response in writing.
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369 | Handling complaints and Alternate Dispute Resolution (ADR) | If the customer is not satisfied with the outcome | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | You may choose to put in place procedures so that the complaint can be escalated within the business.
You must ensure that the entire complaints process, including any internal escalation, takes no longer than eight weeks from when you first received the complaint.
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370 | Handling complaints and Alternate Dispute Resolution (ADR) | Write to the customer confirming the end of the process | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | The letter should explain the final decision and that this is the end of the business-s complaints process. It should also explain how the customer can escalate their complaint to an independent ADR entity if they want to.
The process ends if the customer-s complaint remains unresolved after eight weeks, or if you and the customer reach a deadlock or final position in less than 8 weeks.
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371 | Handling complaints and Alternate Dispute Resolution (ADR) | Escalating to an Alternative Dispute Resolution | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | You must offer customers dispute resolution free of charge if a dispute about the outcome of their gambling transaction has not been resolved by your complaints procedure within 8 weeks or earlier.
You must choose an [approved ADR provider](/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers) . You can have more than one ADR provider but you must tell customers which is the relevant one for their dispute.
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372 | Handling complaints and Alternate Dispute Resolution (ADR) | ADR guidance for businesses | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr |
> We recommend you follow [guidance on alternative dispute resolution (opens in new tab)](https://www.businesscompanion.info/node/491/mid/1656) originally produced by the Department for Business, Innovation and Skills (now [Department for Business, Energy & Industrial Strategy (opens in new tab)](https://www.gov.uk/government/organisations/department-for-business-energy-and-industrial-strategy) .
>
>
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373 | Handling complaints and Alternate Dispute Resolution (ADR) | What you must do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | We have summarised the requirements for licensed gambling operators and ADR as follows.
### Offer binding decisions
We expect you to offer ADR which is binding (if accepted by the customer) for disputes which would otherwise be taken to the small claims court. These are disputes of no more than £10,000.
For disputes over £10,000, the ADR procedure does not need to be binding. For example, this would mean that mediation could be used for disputes of more than £10,000 or for adjudication decisions to be non-binding on the operator.
### What you must tell your customers
You must provide information to you customers in a clear, comprehensible, and accessible way.
Your terms and conditions of sale or service contracts must include information about the ADR provider you use to resolve disputes.
This includes:
* their name
* contact details
* website address.
### Retention of ADR information and records
You need to have appropriate arrangements in place to retain the information and records necessary to facilitate effective procedures for dealing with customer complaints and disputes.
> Failure to hold records and information may result in a dispute being resolved in the customer's favour if you cannot produce appropriate records or evidence.
>
>
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374 | Handling complaints and Alternate Dispute Resolution (ADR) | ADR requirements only apply to businesses which contract directly with consumers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | However, 'B2B' operators should support ADR processes. For example, by providing information to the businesses with which they contract to support investigation of a dispute.
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375 | Handling complaints and Alternate Dispute Resolution (ADR) | Unlicensed gambling operators | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | Gambling businesses which are not licensed by the Commission are not required by us to offer dispute resolution. For example, unlicensed family entertainment centres or pubs and clubs with gaming machines.
However, we recommend you read the [alternative dispute resolution guidance](/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr#adr-guidance-for-businesses) in full to ensure your business is compliant with the law.
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376 | Contents | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr | * [Handling complaints and Alternate Dispute Resolution (ADR)](#)
* [How to handle customer complaints](#handling-complaints)
* [Developing complaints handling policies](#developing-complaints-handling-policies)
* [Timescales to respond](#timescales-for-the-complaints-process)
* [Escalating to an Alternative Dispute Resolution](#escalating-to-an-alternative-dispute-resolution-adr)
[Print this guide](#) |
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377 | Become an approved Alternative Dispute Resolution (ADR) provider | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | You must have approval from the Gambling Commission to provide dispute resolution services to the gambling industry.
Gambling operators are only able to use [approved Alternative Dispute Resolution (ADR) providers](/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers) .
If you want to offer ADR in another industry, you may need to gain approval from the relevant competent authority for that industry as well. |
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378 | Become an approved Alternative Dispute Resolution (ADR) provider | Before you apply | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | You should:
* make sure you read the requirements - view and download the [Alternative Dispute Resolution for Consumer Disputes regulations (opens in new tab)](#) on legislation.gov.uk
* be familiar with consumer rights legislation, such as unfair terms
* consider issues such as whether a particular term at the heart of a dispute is unfair.
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379 | Become an approved Alternative Dispute Resolution (ADR) provider | How to apply | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | You'll need to complete an [ADR application form](#4EweFN4UURle4GTRTKkeaD) and return it to us.
There are no costs to apply.
### Email
[Licensing@gamblingcommission.gov.uk](mailto:Licensing@gamblingcommission.gov.uk)
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380 | Become an approved Alternative Dispute Resolution (ADR) provider | After you apply | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | You must inform us whenever any of your information changes.
You should also follow our [standards and guidance for ADR providers](#4IcqSrVBV0t2pJmxEEC6wQ) , which sets out how we expect ADR providers to operate.
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381 | Become an approved Alternative Dispute Resolution (ADR) provider | Files | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/become-an-approved-alternative-dispute-resolution-adr-provider | Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format [contact us](/forms/formatrequest) with details of what you require. It would help us to know what technology you use and the required format.
**PDF Files** Some PDF files cannot be displayed in a browser, you will see a message saying 'Please wait...'. If you see this message, you will need to download the file and open it in [Adobe Acrobat Reader (opens in a new tab)](https://get.adobe.com/reader/) .
[Alternative Dispute Resolution (ADR) form
application/CDFV2 CDFV2 1.2 MB](//assets.ctfassets.net/j16ev64qyf6l/4EweFN4UURle4GTRTKkeaD/8489543ac74dd036c9f7ec4b62712724/ADR-application-form.doc) [Alternative dispute resolution (ADR) in the gambling industry: standards and guidance for ADR providers
application/pdf PDF 309.2 kB](//assets.ctfassets.net/j16ev64qyf6l/4IcqSrVBV0t2pJmxEEC6wQ/350c490467df810786068334ddef5d2c/ADR-in-the-gambling-industry-guidance.pdf)
---
Last updated: 13 April 2022
Show updates to this content No changes to show.
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382 | Good practice complaints handling: tips for licensees | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Following a review of complaints policies, this guide includes recommendations for licensees for good practice complaints handling.
The Commission reviewed 34 licensee complaints policies, from a range of sectors, and found a number of areas where licensees could make improvements. The recommendations should help make the complaints process easier and more accessible for consumers.
These tips are to help licensees effectively deal with consumer complaints. They are not intended to replace our requirements around complaints handling under [social responsibility code 6 of the Licence conditions and codes of practice](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes) or our [complaints and disputes guidance](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting) , which includes both legal obligations and recommendations of good practice.
Licensees should:
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383 | Good practice complaints handling: tips for licensees | Include a link to your complaints procedure on your homepage | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Our review found that some complaints procedures were difficult to find on licensees' websites, sometimes found within lengthy terms and conditions. Good practice is to have a direct link to your complaints procedure on the homepage of your website.
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384 | Good practice complaints handling: tips for licensees | Use plain English and avoid jargon or legalese | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | [Research from the legal sector on the complaints process (PDF) (opens in new tab)](https://www.legalombudsman.org.uk/media/blifooha/language-of-complaints-report.pdf) has shown that customers believe using complicated ‘legalese- language is designed to intimidate them. It also leads to them perceiving the process of making and persevering with a complaint as onerous and confusing.
Our review saw examples of licensees using legal terminology in their complaints policies and having jargon-like team names and processes that could cause confusion for consumers.
You should remember that literacy levels vary significantly across the population and that a consumer reading your policy may not speak English as their first language. There are freely available tools that can assess the reading level needed to understand a piece of text.
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385 | Good practice complaints handling: tips for licensees | Have a short and clear process for complaints | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Examples of good practice we saw in our review were policies with 3 stages:
1. initial complaints
2. escalation within the organisation, often to a senior team
3. escalation to an independent alternative dispute resolution (ADR) provider.
When someone has reached the end of each stage of this process, it should be clearly explained how and when to escalate.
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386 | Good practice complaints handling: tips for licensees | Tell people what information you need to investigate their complaint | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | It helps consumers to articulate their complaint if you explain to them what information you need to process it. It will prevent delay and help you to investigate the complaint quickly if you have all of the information you need at the outset. It will also help you and the ADR provider to investigate if the complaint is escalated. Key information from the examples we saw included: account information, details of the complaint and any key dates, what the consumer would like you to do to resolve the complaint.
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387 | Good practice complaints handling: tips for licensees | Include details of the 8 week time limit for resolving complaints or issuing a final response | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We understand many licensees aim to resolve complaints well within the 8-week time limit, with many saying they aim to provide responses within 24 hours or 5 working days. However, as required by [Social Responsibility code provision 6.1.1.2](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes) , the overall timeframe to deal with complaints is 8 weeks, and licensees should include this in their complaints procedures so consumers know there is a definitive end point.
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388 | Good practice complaints handling: tips for licensees | Be clear when you have given a final decision or reached ‘deadlock- | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We saw few examples of licensees referring to ‘deadlock-. This is when a consumer has reached the end of their complaints process but a resolution has not been reached, after which they can escalate to an ADR provider.
This was also raised by ADR provider IBAS as an area that could require more clarity, so they are clear when they can proceed to investigate. In [IBAS- 2020/21 annual report (PDF) (opens in new tab)](https://ibas-uk.com/media/1085/ibas-annual-report-2020-final.pdf) they stated that they have found the introduction of ‘deadlock- letters and emails largely effective where introduced, but that more can and should be done to explain the escalation process to consumers.
While you do not have to use the term ‘deadlock- you should be clear when you have provided your full and final response, and signpost to your ADR provider accordingly.
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389 | Good practice complaints handling: tips for licensees | Include clickable links and check that they work | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We saw examples of licensees who signposted people to their contact methods for making complaints, or how to escalate to an ADR provider, but did not include the links for them, or the links did not work. We also saw examples of licensees with incorrect or out of date information included in their policies.
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390 | Good practice complaints handling: tips for licensees | Utilise technology to help guide people but always provide alternative contact methods | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Many licensees now accept complaints via Live Chat, which we understand is an efficient and quick way for complaints to be resolved early on. Similarly, we saw an example of an operator using ‘decision tree- technology to filter people through relevant FAQs to help guide them to the most relevant information. While these are helpful features, it is important to still offer alternative ways for people to contact you and not mandate that people complain via one method only.
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391 | Good practice complaints handling: tips for licensees | Be accessible for all, including vulnerable people, and make adjustments where required | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We saw very few examples of licensees acknowledging that people may need reasonable adjustments and that they would consider taking these into account when handling a consumer-s complaint. As [research for Citizen-s Advice on consumer experiences of complaints handling (PDF) (opens in new tab)](https://www.citizensadvice.org.uk/Global/CitizensAdvice/Consumer%20publications/Understanding%20consumer%20experiences%20of%20complaint%20handling_DJS%20report%20final_June2016%20(2)%20(1).pdf) found, consumers want a range of methods to raise a complaint and communicate with an organisation. All routes need to be accessible and considerate towards anyone with a physical or cognitive impairment or disability.
The [Ombudsman Association-s Principles of good complaint handling (opens in new tab)](https://www.ombudsmanassociation.org/best-practice-and-publications/principles-good-complaint-handling) tells their members that a complainant-s personal situation and background should not be a barrier to bringing a complaint.
Our [guidance on complaints and disputes](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting/3-complaints-handling-requirements) states that licensees should accept customer complaints made in person, spoken or written, over the telephone or via email where facilities exist, or via third party intermediaries or support tools such as Resolver. If a customer informs a licensee that they are having difficulties raising a complaint, or are in a vulnerable situation, the licensee should ask how they can assist.
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392 | Good practice complaints handling: tips for licensees | Keep a 'virtual paper trail' | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Our Contact Centre team told us that they have seen examples where there are no records of conversations where people have complained via Live Chat. As required by [SR code provision 6.1.1.7](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes) , licensees should keep records of customer complaints and disputes, regardless of how the complaint was raised.
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393 | Good practice complaints handling: tips for licensees | Utilise Resolver and other consumer support tools | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | We do not endorse Resolver-s service nor require licensees to sign up to it. However, we know many consumers have found its support helpful when making a complaint. It is vital that your complaints procedure is accessible enough so that people do not need to involve a third party, but you should still accept complaints raised this way.
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394 | Good practice complaints handling: tips for licensees | Provide clear signposting to ADR providers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/good-practice-complaints-handling-tips-for-licensees | Our [guidance on complaints and disputes](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting/5-adr-requirements) says that licensees should provide consumers with the contact details for their ADR provider, and, where necessary, details of any limitation on the nature or subject matter they can deal with (for example if the ADR provider only deals with a particular sector of gambling).
---
Last updated: 21 July 2022
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395 | Gaming machine categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | A gaming machine is defined by the [Gambling Act 2005 (opens in new tab)](http://www.legislation.gov.uk/ukpga/2005/19/contents) as a machine that is designed or adapted for use by individuals to gamble - whether or not it can also be used for other purposes.
Most gaming machines are of the reel-based type. These are also known as fruit, slot, or jackpot machines.
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396 | Gaming machine categories | Categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | Gaming machines fall into categories depending on the maximum stake and prize available.
The categories are:
* A - Category A machines are the only machines with unlimited stakes and prizes. However, no category A gaming machines are currently permitted.
* [B1](/licensees-and-businesses/guide/page/b1-gaming-machines)
* [B2](/licensees-and-businesses/guide/page/b2-gaming-machines)
* [B3](/licensees-and-businesses/guide/page/b3-gaming-machines)
* [B3A](/licensees-and-businesses/guide/page/b3a-gaming-machines)
* [B4](/licensees-and-businesses/guide/page/b4-gaming-machines)
* [C](/licensees-and-businesses/guide/page/c-gaming-machines)
* [D](/licensees-and-businesses/guide/page/d-gaming-machines)
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397 | Gaming machine categories | Skill with prizes (SWPs) are not gaming machines | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | Read more about the [differences between SWPs and gaming machines](/licensees-and-businesses/guide/page/skill-with-prize-machines) .
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398 | Gaming machine categories | Other systems which are not gaming machines | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | Devices or systems which are not defined as gaming machines include:
* domestic or dual-use computers
* telephones or other machines for facilitating communication
* machines designed or adapted to bet on future real events
* lottery terminals
* in a bingo premises, machines designed or adapted for the playing of bingo (including by way of prize gaming)
* machines designed or adapted for the playing of bingo, by way of prize gaming, where a family entertainment centre gaming machine permit or a prize gaming permit is held
* semi-automated casino games
* wholly-automated casino games.
## B1 gaming machines
## Requirements for B1 gaming machines
## Licences and permits required
## Gaming machine technical standards
## Test houses
## Return to player (RTP)
## B2 gaming machines
## Requirements for B2 gaming machines
## Licences and permits required
## Gaming machine technical standards
## Test houses
## Return to player (RTP)
## B3 gaming machines
## B3 gaming machines requirements
## Licences and permits required
## Gaming machine technical standards
## Test houses
## Return to player (RTP)
## B3A gaming machines
## B3A gaming machines requirements
## Licences and permits required
## Gaming machine technical standards
## Test houses
## Return to player (RTP)
## Lottery ticket vending machines
## B4 gaming machines
## B4 gaming machines requirements
## Licences and permits required
## Gaming machine technical standards
## Test houses
## Return to player (RTP)
## C gaming machines
## Pubs and alcohol licensed premises
## Members' clubs and miners' welfare institutes
## C gaming machines requirements
## Licences and permits required
## Gaming machine technical standards
## Test houses
## Return to player (RTP)
## D gaming machines
## Combinations of stake and prizes
## Pubs and alcohol licensed premises
## Members' clubs and miners' welfare institutes
## Bingo machines
## Licences and permits required
## Gaming machine technical standards
## Test houses
## Return to player (RTP)
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Last updated: 1 November 2021
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399 | Gaming machine categories | Requirements for B1 gaming machines | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | Maximum stake: £5 Maximum prize: £10,000 - with the option of a maximum £20,000 linked progressive jackpot on a premises basis only Permitted location: 2005 Act and 1968 Act casinos Maximum number of machines - 2005 Act large casinos: Up to a maximum of 150
Any combination of categories B to D - subject to a machine to table ratio 5:1
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400 | Gaming machine categories | Licences and permits required | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/gaming-machine-categories | B1 machines can only be made available in casinos. You must have either a [non-remote 2005 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-2005-act-casino-operating-licence) or a [non-remote 1968 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-1968-act-casino-operating-licence) to make them available.
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