Welcome

Thank you for visiting our website which offers information about Alternative Dispute Resolution (ADR) for consumers and land based traders only in dispute about the outcome of a gambling transaction in the Adult Gaming Centre (AGC), Family Entertainment Centre (FEC) and Bingo Hall sectors, as well as Public House and Member Club environments. Please note that we are not an ADR entity for the remote (online) gambling industry.

It is a requirement of the Licence Conditions and Codes of Practice (LCCP) under social responsibility code provision 6.1.1 issued by the Gambling Commission that licensed operators have in place policies and procedures for dealing with complaints and that customers are made fully aware of the process when lodging a complaint.

Please note that the bacta ADR service is free to bacta members. For non-members there will be a charge of £500+VAT per annum. Following registration, non-members will be invoiced and full payment is required before registration is accepted.

ADR Procedure

The procedure for raising a complaint about the outcome of a gambling transaction must follow a three-stage process:

  1. The complaint should be initially raised with an appropriate member of staff at the time of the incident.
  2. If the complaint has not been resolved to satisfaction, it should be brought to the attention of the Duty Manager at the time of the incident or as early as practicable.
  3. Should there still be dissatisfaction with the outcome of the complaint or the manner in which it was dealt with, the complaint should be put in writing to an appropriate Director of the Company.
Please note that bacta ADR service cannot become involved in a dispute resolution process until after the above three conditions have been met.