August 1, 2017

From 1 August 2017, gambling consumers will be able to use “Resolver”, the online support tool, to make complaints related to gambling.

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

The Commission explains that Resolver is not an intermediary, and does not act on the consumer’s behalf.  However, it does help the consumer to make their complaint in a structured way and to make informed choices about what actions to take.  The Commission says that this can help businesses to deal with complaints more efficiently when they receive them, and manages customer expectations about their complaint issue.

Resolver also helps the consumer to store all the complaint information in one place, and acts as an email service.  This means the consumer’s complaint will be sent from a Resolver email address, rather than the customer’s usual email address.  The Commission says that it expects operators to accept complaints that customers send via a Resolver email address just as they would from other email services.

The Commission says that it has worked with the team at Resolver to help develop the information that Resolver uses about gambling, though Resolver remains entirely independent of the Commission.  To read the Commission’s press release in full and for a link to the Resolver website, click here.