IBAS head welcomes Resolver's entry into gambling complaints

IBAS head welcomes Resolver's entry into gambling complaints

Thursday, August 10, 2017 Posted by Andy McCarron
Richard Hayler hoping for a reduction in 'frivolous' disputes
richard hayler ibas

Adjudication service IBAS has welcomed the entry of Resolver into the gambling industry, in the hope that it will help operators understand and deal with customer complaints more efficiently.

Resolver is a free, independent tool for consumers which provides information about the issue the consumer wants to complain about, and support to help the consumer write emails and letters of complaint.

Richard Hayler, CEO at IBAS, told TotallyGaming.com he hoped that the involvement of Resolver would help streamline the complaints procedure in the gambling industry.

He explained: “We were pleased to invite Resolver founder James Walker to speak at a recent meeting of customer service and compliance representatives from some of the companies registered with us. It was an interesting session and hopefully gave both Resolver and the operators a better idea of how each handled complaints.”

“Resolver isn’t really designed to have an impact on the IBAS process – we will still receive and deal with disputes only once all reasonable attempts between customer and company to find an amicable solution have failed. Hopefully Resolver can steer disgruntled customers in the right direction earlier on in the complaints process and make sure that the right types of complaint reach the most appropriate people.”

Resolver does not class itself as an intermediary, and doesn’t act on the consumer’s behalf – but it does help the consumer to make their complaint in a structured way, and to make informed choices about what actions to take. This can help businesses to deal with complaints more efficiently when they receive them, and manages customer expectations about their complaint issue. 

The Gambling Commission has also worked with the team at Resolver to help develop the information that Resolver uses about gambling, though the regulator was keen to stress Resolver’s independence.

Hayler added: “Fingers crossed, it may also prevent some of the claims that we would classify as ‘vexatious and frivolous’ from getting through, so fewer complaints about the temperature of betting shops or the boring names of virtual horses.”

Totally Gaming says: The Gambling Commission has been greatly supportive of Resolver entering the gambling arena with its services, which would tally with the regulator’s push for greater consumer protection. If the involvement of Resolver helps streamline the process for adjudication organisations such as IBAS, then everyone will benefit.

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