This new online tool, Resolver, supports consumers making complaints by explaining their rights to them and then assisting in the preparation of complaint emails. The tool also lets the consumer know how to escalate the issue, for example, the option to refer the matter to the operator's ADR entity.

The introduction of such a tool is in keeping with the Gambling Commission's push to put consumers first and is perhaps a reaction to their review that found that the complaints system is not working for consumers with many finding it difficult to access and time consuming. The use of the Resolver system will be welcomed by the industry if it assists consumers in identifying valid complaints and streamlines the process.