Plans for the creation of a voluntary gambling ombudsman have been scrapped almost three years after being proposed, EGR can reveal.
Initially laid out in a 2023 white paper into the Gambling Act 2005 review, the plans outlined how a voluntary ombudsman would deal with disputes and “provide appropriate redress where a customer suffers losses due to operators’ social responsibility failure”.
As per the white paper, the then-Conservative government’s initial idea was for the ombudsman to be voluntary, but for a statutory body to be created if necessary.
The white paper stated that the process to appoint an ombudsman was scheduled to start in the spring or summer of 2023.
“We expect the ombudsman to be accepting complaints within a year,” the document continued.
Now sources close to the matter have told EGR that a voluntary ombudsman is no longer being considered.
Social responsibility disputes that would have been processed by the ombudsman may now be dealt with by existing alternative dispute resolution (ADR) entities.
The Gambling Commission (GC) has a list of approved ADR providers on its website for specific verticals, such as non-remote bingo and online gambling, and general customer complaints.
These include Blexr, IBAS, ProMediate and eCOGRA.
It remains to be determined whether the Department for Culture, Media and Sport (DCMS) and the government still aim to legislate for the introduction of a statutory ombudsman.
The white paper states: “If this approach does not deliver as we expect or shortcomings emerge regarding the ombudsman’s remit, powers or relationship with industry, we will legislate to create a statutory ombudsman.”
The Labour government, which swept to power last summer, has actioned several of the white paper proposals, including online slots stake limits and the statutory levy to tackle gambling-related harm.
In a debate in Westminster on Tuesday, the minister for creative industries, media and arts, Ian Murray, said: “We are very much looking at that ombudsman issue. It will take primary legislation to bring in something like that, but I assure [MPs] that it has not left the agenda.
“The gambling ombudsman is the most effective way to deliver independent alternative dispute resolution.
“We know that that will require primary legislation, and we are conscious of the need to put in place an appropriate mechanism as soon as possible.”
In July of this year, the All-Party Parliamentary Group for Gambling Reform chaired by Sir Iain Duncan Smith announced plans to launch an inquiry into the future of Britain’s regulatory landscape, which would include the exploration of an industry ombudsman.
The GC did not comment. The DCMS were yet to comment at the time of publication.
The post Exclusive: Plans for voluntary gambling ombudsman scrapped first appeared on EGR Intel.
Complaints resolution body may have to be delivered via primary legislation as white paper proposal fails to come to fruition
The post Exclusive: Plans for voluntary gambling ombudsman scrapped first appeared on EGR Intel.