Dispute Resolutions

IPCA: THE INDEPENDENT PANEL FOR CASINO AND BINGO ARBITRATION

Welcome to the IPCA website which provides information on Alternative Dispute Resolution (ADR) for the UK land based casino and bingo industry.

Under the Licensed Conditions and Codes of Practice (LCCP) for Gambling Operators, issued by the Gambling Commission, Licensees must put in place procedures for resolving customer complaints and disputes and the existence and terms of such procedures must be drawn to the attention of all customers.

This code came into effect on 1st October 2015.

In this code a ‘complaint’ means a complaint about any aspect of the licensee’s conduct of the licensed activities, and a ‘dispute’ is any complaint which:

  1. Relates to the outcome of the complainant’s gambling transaction; and
  2. Is not resolved at the first stage of the licensee’s complaints procedure.

For more information please look at the IPCA Page www.nationalcasinoforum.co.uk/ipca