As calls grow for stronger consumer protection in gambling, independent redress mechanisms are becoming central to industry reform. This session examines the rise of ombudsman models and their potential to offer dispute resolution on a wider range of disputes, while providing insight and feedback to the industry and regulators.

• Exploring the UK government’s proposed establishment of an independent Gambling Ombudsman to address social responsibility complaints and close gaps in consumer redress
• Examining key challenges in building a fair, credible, and consistent dispute resolution system
• Assessing the potential impact on industry practices, player trust, and regulatory expectations
• Discussing how the Gambling Ombudsman might engage with consumers to raise awareness of their rights and the available redress options, including in relation to complaints concerning social responsibility themes