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<p>Following the Government’s review of the Gambling Act 2005, and the Gambling White
Paper, published in April 2023, we are introducing a package of measures to further
prevent gambling-related harm, including a commitment to establish a non-statutory
ombudsman to strengthen protections for customers where things go wrong. The body
will adjudicate complaints, including those relating to social responsibility or gambling
harm, where an operator is not able to.</p><p>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.
As set out in the white paper, it is important that the body adjudicates fairly and
transparently all complaints regarding social responsibility or gambling harm issues
where an operator is not able to resolve these.</p><p>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.</p>
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