UK Gambling Commission launches new customer complaint tool

The United Kingdom Gambling Commission is introducing a new online tool to make it easier for players to lodge complaints when gambling on the Internet.

The free online tool, which is called Resolver, will roll out across UK Gambling Commission licensed gambling sites from August 1.

Resolver isn’t exclusive to the gambling industry – it works in association with the UK’s biggest consumer advice website, MoneySavingExpert.com, which helps bring awareness about consumer issues and assists individuals with the complaints handling process. According to Resolver, the tool will help “empower you to get your voice heard and your issue resolved.”

Rather than help solve issues, Resolver helps consumers lodge a complaint in a structured way, providing advice and assistance with writing letters and emails of complaint. The service aims to help businesses deal with complaints more efficiently, while managing customer expectations. When you lodge a complaint through this system, the email will be sent to the gambling operator from a Resolver email address instead of your personal email address.

Resolver is used by all kinds of industries including telecommunications, utilities, public services, transportation, finance, hospitality and retail. The company was started by CEO James Walker after a big energy company ignored a complaint of his and he realised there was no structure in place to help individuals with the complex and time consuming process of resolving a complaint.

The UK Gambling Commission has been working closely with the team at Resolver to provide information about the online gambling industry. It is further proof of the Commission’s commitment to making the online casino market a safe and fair place for all, coming off the back of its new enforcement strategy released earlier this month that aims to help combat online operators who breach gambling regulations.

You can learn more about how Resolver works at resolver.co.uk.