IBAS unveils new plans to become the first Gambling Ombudsman

Today (2nd August 2022) The Independent Betting Adjudication Service (IBAS) unveils new plans for becoming the new Gambling Ombudsman.

It is reported the Government will publish its White Paper on gambling reform shortly, calling for the creation of a new Ombudsman. This will better protect consumers and raise industry standards across the board.

IBAS is the leading gambling specialist Alternative Dispute Resolution (ADR) Service, dealing with over 80% of UK gambling complaints and many overseas disputes. We have nearly 25 years’ experience – having resolved over 85,000 gambling disputes.

Our roadmap outlines:

- Aims and a governance framework setting out the new Ombudsman's remit.

- The need for new and compulsory funding from the industry while ensuring impartiality remains at the heart of all gambling dispute decisions.

- A Fair Play Code, outlining the criteria for deciding complaints and including the fairness of terms and conditions and harmful gambling complaints.


“IBAS’s experience, expertise and commitment to independent decisions are unparalleled – having resolved over 85,000 gambling disputes.

“I welcome the creation of a new Ombudsman, but for this to work it needs to be run by an organisation that understands the sector and has a track record of helping and protecting consumers. An Ombudsman with additional resources, built on the foundations of IBAS is best placed to hit the ground running, protecting consumers, and raising industry standards through fair, consistent decision making and constructive dispute avoidance feedback.”


“It’s an exciting time for the gambling industry. There is a real opportunity to enhance the service offered to gambling customers through a new Ombudsman.

“IBAS has been committed to providing an accessible, fair, and independent service to all gambling consumers. Our plan for a Gambling Ombudsman would make sure consumers are protected and avoid the backlog of complaints. On top of this, this plan provides a solution that works for Government, the Regulator, and the industry.”

Notes to Editors

For further information, please contact Porsha Nunes-Brown, PorshaNB@ibas-uk.co.uk  

IBAS’ paper Fast Track to Fair Play - A Gambling Ombudsman to better protect consumers and raise industry standards is available here.

The Report will be published on our website on 2nd August 2022.

The Independent Betting Adjudication Service (IBAS) is an Alternative Dispute Resolution (ADR), approved by the Gambling Commission, providing informed and impartial decisions regarding disputes between licensed gambling operators and their customers.

Our service is free and user friendly, with no face-to-face hearings and need for legal representation.



Total Value of Payments Awarded or Conceded to Customers in 2020.
Total Requests for Adjudication.