UKGC works with Resolver, a complaints assistant

The United Kingdom Gambling Commission (UKGC) has worked to add complaints about gambling to Resolver, a complaint resolution tool. This month, the independent tool has taken on information from UKGC to help everyday online gamblers to build a stronger case and get the right help when they have a complaint. The Resolver can be found at www.resolver.co.uk and it’s free for anyone to use.

Resolver is designed to provide information as well as practical help, when making complaints against companies of many kinds, from telecoms to insurance. The service doesn’t work like an intermediary, such as a dispute resolution service would in the gambling industry, but it will point players in the right direction. This includes informing players about their issue and helping them to write formal emails and letters of complaint.

With these tools, a player can make a better decision about how to proceed with an issue. In turn, it will also make it easier and quicker for businesses to deal with complaints. The players will also have more realistic expectations of where a complaint will go next. The service also lets the player store all the information about their complaint in one place, plus they can use it as an email service. The company in question will receive the complaint from Resolver’s email, not from the complainant’s personal email.

The Gambling Commission has worked with the Resolver team to develop their information about gambling companies and the industry, adding these new strands to the service this month. Resolver is still independent of the UKGC, but will gather more information to assist players in dealing with any disputes.

Resolver’s strength lies in simplifying the procedure, removing legal jargon and explaining consumer rights in clear language. The site provides flexible email templates that users can fill in with the relevant details, plus it creates a ‘case file’, keeping all documents and correspondence related to the issue in one secure place. Photos and more can be uploaded to the site. This new service should give players confidence in raising issues with online bingo and slots sites, but it’s also worth speaking to the live support team of a site in the first instance.

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