ProMediate Gambling – ADR for Gambling Operators
Independent consumer ADR arrangements for gambling operators, trade associations and representative bodies.
Independent ADR arrangements
A clear route for eligible unresolved customer disputes
ProMediate provides independent consumer ADR services for gambling operators, trade associations and representative bodies.
The Gambling Commission’s Licence Conditions and Codes of Practice require relevant operators to have appropriate arrangements enabling qualifying unresolved customer disputes to be referred to an ADR entity.
ProMediate can enter into an agreement with an individual operator or establish an ADR scheme covering members of a trade or representative organisation.
Current regulatory framework
ProMediate is currently certified by the Chartered Trading Standards Institute (CTSI) as an Alternative Dispute Resolution provider. ProMediate is participating in the transition to the new ADR approval regime.
From April 2026, CTSI became the competent authority responsible for approving/accrediting and overseeing ADR providers in the gambling sector under the current consumer ADR framework.
The Gambling Commission remains the regulator of licensed gambling operators.
From agreement to outcome
How ProMediate Gambling works for operators
- Step 1
ADR agreement
The operator enters into an ADR Service Level Agreement with ProMediate, directly or through an agreed association or membership scheme.
- Step 2
Internal complaint
The operator continues to operate its own internal complaints procedure.
- Step 3
Signposting to ADR
When an eligible dispute remains unresolved after the internal process, or reaches the appropriate referral stage, the customer is told it can be referred to ProMediate.
- Step 4
Free consumer referral
The consumer refers the matter to ProMediate without charge.
- Step 5
Eligibility check
ProMediate checks that the dispute falls within the scheme, including the £10,000 financial limit.
- Step 6
Operator response
We obtain the operator’s response and relevant evidence. The operator cooperates with reasonable information requests.
- Step 7
Independent ADR
ProMediate communicates independently with both parties and seeks to facilitate a resolution.
- Step 8
Independent assessment
Where appropriate, we may prepare an independent report summarising the dispute, evidence and positions, with an assessment to assist resolution.
- Step 9
Resolution or closure
If agreement is reached, the matter concludes on that basis. Otherwise, ProMediate closes the ADR process.
Scheme parameters
The precise service and commercial arrangements are documented in the relevant agreement. The core parameters are:
- Consumers do not pay to use the service.
- ProMediate’s Consumer ADR service is available for disputes with a value not exceeding £10,000.
- ProMediate only accepts gambling disputes against operators with whom it has an ADR agreement in place.
- ProMediate will not unreasonably refuse ADR for disputes within the scheme; examples of reasonable grounds to decline (such as disputes outside scope, or frivolous or vexatious disputes) are not exhaustive.
- ProMediate aims to conclude disputes within 28 days of receiving the complete complaint file.
- Commercial terms for operators are contained in the relevant SLA or membership agreement.
- The process is non-adjudicative: ProMediate does not impose a legally binding decision on either party.
Regulatory responsibility
ProMediate provides the independent ADR service. Gambling operators remain responsible for ensuring that their complaints procedures, customer information and other arrangements comply with the legal and regulatory requirements applicable to their business. Information on this page explains the ProMediate ADR service and is not legal or regulatory advice.
Looking for an ADR provider?
If you are a gambling operator, trade association or representative organisation, contact ProMediate to discuss an appropriate scheme:
Tell us briefly about your organisation, the operators or members to be covered and your intended timescale. We will contact you to discuss suitable independent consumer ADR arrangements.
Consumer information
The consumer page explains eligibility, the referral journey, the £10,000 limit and ProMediate’s independent, non-binding role.
View ProMediate Gambling for consumers