We are delighted to confirm Richard Hayler, Managing Director of Betting Adjudication Service (IBAS) will be speaking at #BTF19. During his presentation they will discuss…

In and outside of gambling, consumer protection issues are higher up the political agenda than ever. Earlier this year, Labour Deputy Leader Tom Watson called for the creation of a Gambling Ombudsman with greater powers and a wider remit to protect vulnerable consumers. IBAS has been the leading provider of dispute and complaint resolution in the betting world since 1998. What do we make of the call for a new Ombudsman? And in the meantime, how has the betting industry adapted to changes in the Gambling Commission’s Licence Conditions and Codes of Practice designed to improve the experience of people who do have a complaint about their betting experience? The presentation will also look at some of the more common types of disputes that customers of betting shops have brought to IBAS and suggest steps that bookmakers could take towards avoiding those problems and achieving more satisfactory dispute outcomes.