The Betting and Gaming Council has urged the government to create a gambling ombudsman, claiming that the organisation and its members recognise “the need for further change in our industry.”
The action, according to the industry standards group, is “further proof” of the sector’s commitment to raising standards and comes as the review of the Gambling Act continues.
Flutter UK and Ireland’s chief executive, Conor Grant, explained: “At the heart of our business is a focus on our customers – both delivering great entertainment and making sure that it is always underpinned by increasingly robust safer gambling practices.
“And true commitment to putting customers first also means making sure that they have somewhere independent to go if something does go amiss – that is why Flutter is fully behind the call from the BGC today for the government to include an ombudsman in its plans for reform of the gambling industry.”
Although there are systems in place to handle customer complaints, the BGC feels that a gaming ombudsman would improve the process and make it more uniform for individuals who raise issues.
All registered betting and gaming firms should be required to join the ombudsman, according to the association, which covers betting shops, casinos, and internet operators.
Driving up standards
Michael Dugher BGC chief executive said: “This is further evidence of the BGC’s determination to drive up standards in the regulated betting and gaming industry.
“We hope that the gwill 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.”