BGC calls for creation of Gambling Ombudsman to deal with customer concerns
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Industry standards body the Betting and Gaming Council (BGC) has called for the UK government to establish a Gambling Ombudsman to deal with customer concerns.
The BGC, which represents betting shops, casinos and online operators, is proposing that it should be a legal requirement for all licensed betting and gaming operators to sign up to the new body.
The creation of an ombudsman for the gambling industry has been called for by a number of campaigners and interest groups, with the government currently carrying out a review of gambling legislation.
BGC chief executive Michael Dugher said: "This is further evidence of the BGC’s determination to drive up standards in the regulated betting and gaming industry.
"We hope the government will look favourably on our calls for a Gambling Ombudsman to be established as soon as possible following the conclusion of the gambling review, which we strongly support.
"The BGC and its members recognise the need for further change in our industry and a new Gambling Ombudsman would be a step forward in customer redress – I’m proud to be giving it our backing."
The move was supported by Conor Grant, chief executive for Flutter Entertainment's UK and Ireland division.
He said: "At the heart of our business is a focus on our customers – both delivering great entertainment and making sure that it's always underpinned by increasingly robust safer gambling practices.
"True commitment to putting customers first also means making sure they have somewhere independent to go if something does go amiss – that's why Flutter is fully behind the call from the BGC for the government to include an ombudsman in its plans for reform of the gambling industry."
The idea of an ombudsman was raised two years ago by the then Labour deputy leader Tom Watson, with the creation of a body that would be equal to the Gambling Commission and dedicated to consumer protection and data transparency, providing customers with legal safeguards and ensuring financial compensation when appropriate.
Last year a report from the Social Market Foundation think tank, whose lead author Dr James Noyes was an adviser to Watson, called for an ombudsman to be placed in charge of the operator data needed to implement controversial affordability checks on gambling customers.
Meanwhile, the Horseracing Bettors Forum's submission to the government's gambling review consultation this year called for the creation of an ombudsman to ensure all aspects of horserace betting were in the interests of the consumer.
A Gambling Ombudsman could put the future of current dispute resolution bodies, such as the Independent Betting Adjudication Service, in doubt.
The BGC acknowledged that systems for dealing with customer complaints already exist, but claimed a Gambling Ombudsman would improve the process and make it more consistent for those raising concerns.
The government's gambling review was launched last December, with ministers expected to produce a White Paper at the end of this year.
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