The GB Playing Fee just lately printed a complete information for operators with regards to dealing with buyer complaints. Revealed earlier this week on the GB Playing Fee’s principal web site, Recommendation for licensees on enhancing complaints dealing with, walks operators by means of some very primary elements of customer support that almost all operators are in all probability already aware of.
The GB Playing Fee’s foray into customer support recommendation comes on the heels of a complete evaluation of 34 licensee’s grievance insurance policies. That evaluation was performed each to “discover learn how to enhance how licensees cope with customers when issues go improper” and as a element of the long-delayed playing coverage evaluation white paper. Although the discharge of the white paper has been repeatedly delayed, the fee is clearly attempting to make the most effective of the work they’ve already finished for it.
GC director of coverage Ian Angus emphasised the significance of grievance dealing with saying, Good complaints dealing with is significant within the playing business. We would like customers to have the ability to simply discover and perceive insurance policies and be capable to increase their complaints with none boundaries. We all know playing companies obtain round 200,000 complaints yearly, and whereas the federal government’s evaluation of the Playing Act will think about the place these may be escalated to, the bulk will nonetheless have to undergo the licensee’s complaints course of first.”
The fee’s recommendation for dealing with complaints contains options like, “embody a hyperlink to your complaints process in your homepage” and “embody clickable hyperlinks and verify that they work.”
It’s believed that about eight p.c of UK gamblers have filed a grievance with an operator sooner or later and that one other 4 p.c want to have complained, however simply didn’t observe up.