Today the Remote Gambling Association published good practice guidelines to assist in the overall improvement and consistency of complaints handling across the gambling sector.
The handling of complaints can create challenges for both the operator and the complainant and that can never be eradicated completely. Despite that it is in the interests of both parties for the process to be as transparent and straightforward as possible. It is good customer service, but also will make the handling of complaints less confrontational and the outcomes more consistent.
A copy of the RGA Guidelines is available via the following link: RGA Complaints Handling Guidelines
It is an area of work where further good practice, either from within the gambling sector or outside of it, will emerge and these guidelines will be updated accordingly.