2025 Technical Sub-Committee Notes
Technical Sub-Committee – Notes 2025
Following publication of the notes relevant to the above meeting, RBC has received feedback from several bookmakers regarding item 7 (BRM Role & Disputes - bullet point 2):
- They (BRM’s) act as mediators/catalysts in disputes but cannot compel settlement; the bookmaker is responsible for resolving customer disputes.
Based on the feedback received, we believe it is important to share the following information:
The Gambling Commission (GC) requires that bookmakers follow a structured process for dealing with disputes. In accordance with the dispute resolution process set out by the GC, and its contractual obligations with the Racecourse Association (RCA), RBC provides an on-course mediation service aimed at resolving disputes between bookmakers and punters.
When operating on-course the dispute process starts with the bookmaker engaging directly with the punter (complainant) in an attempt to resolve the matter. It is at this stage that a BRM is most likely to be involved.
The BRM’s role is to act as a link between the bookmaker and the complainant in an attempt to resolve the matter amicably and to the satisfaction of both parties. By far the vast majority of disputes, with the help of a BRM, are settled in this way. However, the BRM has no legal authority to force the bookmaker (or complainant) to accept a decision made regarding a dispute.
In accordance with the process set out by the GC if a bookmaker (or complainant) is dissatisfied with a decision made by a BRM they have the right to escalate the dispute to an Alternative Dispute Resolution (ADR) provider.