United Kingdom Gambling Commission Introduces New License Conditions for Improved Gambling Experiences

New rules are being added to the license conditions and codes of practice (LCCP) will raise standards for alternative dispute resolution (ADR). Such moves will strengthen requirements on how licenses identify and interact with customers who may be at risk of or experiencing gambling harms, and improve the transparency of funding for research, prevention and treatment.

The latest changes follow open consultations and will come into effect later this year and the next year.

Changes to Take Place in Alternative Resolution Providers (ADR):

Gambling businesses will now be obligated to use only ADR providers who meet the United Kingdom Gambling Commission’s additional standards as well as the requirements of the ADR Regulations.

The new set standards impact aspects such as customer service, decision making and governance. The new rules will make the role of an ADR provider clearer, improve consistency, and reassure consumers that a provider is independent of the gambling business.

The rules in question will come into effect on October 31, 2019, and will affect all licenses (including ancillary remote licenses) except gaming machine technical and gambling software licenses.

Changes to Customer Interaction:

The requirements on businesses to interact with customers at risk of or experiencing harm have also been tightened. The new requirement will have the priority to identify and interact with customers who may be at risk of or experiencing harms associated with gambling, as well as assessing the impact that a customer interaction has on an individual consumer and the effectiveness of businesses’ overall approach (also in effect on October 31).

Changes to How Operators Contribute to Research, Prevention and Treatment:

The Gambling Commission is focused on pushing the operators to meet their responsibilities under the current voluntary arrangements for funding for research, prevention and treatment. The new rules will ensure that funds contributed by gambling businesses to meet the requirements of their license are targeted at delivering the National Strategy to Reduce Gambling Harms in Britain, by setting a list of bodies to which businesses can contribute. These rules will come into effect on January 1, 2020, and will affect all licenses.

Paul Hope, Commission Executive Director, said: “These changes have been designed to make gambling fairer and safer for consumers and we expect gambling firms to meet their responsibilities in these areas.”

Source: Miller, George. “UKGC introduces new rule to make gambling fairer and safer”. European Gaming. August 2, 2019.