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Dr Moyes told us that while the Commission itself did not have a position on this, he himself was “a bit sceptical”. He added: “My sense is that when complaints come in about gambling, the complainant wants fast action and is not terribly interested in a deep analysis of systems, in the way that in some other sectors—health, for example—the ombudsman plays a really valuable part.”430 When they sent us supplementary evidence, the Commission were still unwilling to take a position: “We are open to exploring with government how this gap in the availability of redress could be filled. The establishment of a gambling ombudsman would likely require a statutory basis. Such a body would need to replace existing ADR providers so that consumers were clear about who to turn to www.suissecasinoenligne.com/revues/betwinner/.”

We wholly agree that an ombudsman should replace rather than complement ADR. There are non-statutory schemes which work well, but they rely on the full cooperation of the companies involved. A mandatory ombudsman scheme for the gambling industry would need a degree of coercion which only statute could provide. 409. A precedent for this is provided by the Financial Ombudsman Service (FOS), which settles individual disputes between consumers and businesses that provide financial services: bank accounts, investment products, mortgages, loans, some pension products, PPI etc.

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