Source · Select Committees · Culture, Media and Sport Committee
Recommendation 28
28
Accepted in Part
Expand gambling ombudsman's scope to cover all operator-customer disputes, replacing ADR providers
Recommendation
The intention to establish a gambling ombudsman is welcome. However, the Government will not be in a position to judge the effectiveness of the new ombudsman until summer 2024 at the earliest, assuming the process of establishing it remains on track. With the limited time remaining in the current Parliament, it is highly unlikely that the Government will then be able to legislate to create a statutory body if the industry-led ombudsman is not suitably effective or independent. The Government and Gambling Commission must therefore ensure that the new body set up by the industry is fully independent and seen to be such by consumers. We recommend that the scope of the gambling ombudsman should include all disputes between gambling operators and their customers, replacing the existing gambling ADR providers. (Paragraph 136) Gambling regulation 63
Government Response Summary
The government welcomes support for a gambling ombudsman and is working with stakeholders to ensure an independent, credible body. They plan to explore ways to require all licensees to provide access to the ombudsman for all disputes, and will legislate if the industry-led approach proves ineffective.
Government Response
Accepted in Part
HM Government
Accepted in Part
The Government welcomes the Committee’s support for a gambling ombudsman. As set out in the white paper, we are clear that we want customers to have further protections quickly. We are working at pace with industry and all stakeholders in the sector, including the Ombudsman Association, to ensure customers have access to an ombudsman that is fully operationally independent in line with Ombudsman Association standards, and is fully credible in the eyes of customers. It is important that the body adjudicates fairly and transparently all complaints where an operator is not able to resolve these and which currently cannot be resolved outside of the courts. We expect the information that the ombudsman collates through complaints will also help the Gambling Commission in planning its enforcement activity and help industry to provide invaluable data on customer experience and inform processes to support vulnerable customers. We want all licensed operators to provide access to the ombudsman to ensure all customers are protected equally. Subject to industry delivering a credible scheme, where the government and the Gambling Commission are satisfied with its scope and independence, we will explore how best to require that all licensees ensure their customers have effective access to the ombudsman for social responsibility complaints. We remain clear that if this approach does not deliver as we expect, or shortcomings emerge regarding the ombudsman’s remit, powers or relationship with industry, the government will actively explore the full range of options to legislate to create a statutory ombudsman.