Pegasus ADR Service

Thank you for visiting the Pegasus ADR Service website which offers information about Alternative Dispute Resolution (ADR) available for gamblers (consumers) and licenced gambling operators (traders) in Great Britain.

It is important to note that our service is only available to complainants who gamble in Adult Gaming Centres (AGCs), Family Entertainment Centres (FECs) Bingo Premises, Public Houses and Members’ Clubs. Pegasus ADR Service is not authorised to adjudicate on disputes originating overseas (cross border) or disputes related to remote (online) gambling, casino or betting sectors.

Pegasus ADR Service - formerly known as bacta ADR Service - is approved by the Gambling Commission to provide impartial and fair adjudications on the outcome of gambling in England, Scotland and Wales, but only after the complainant has fully exhausted the gambling operator’s internal complaints procedure, with the complaint remaining unresolved.

The procedure for raising a complaint about the outcome of a gambling transaction must follow a three-stage process:

1. The complaint should initially be raised by the customer with an appropriate member of staff at the time of the incident.
2. If the complaint has not been resolved to satisfaction, it should be brought to the attention of the Duty Manager at the time of the incident or as early as practicable thereafter.
3. Should there still be dissatisfaction with the outcome of the complaint or the manner in which it was dealt with, the complaint should be put it in writing to an appropriate director of the company.

Pegasus ADR service cannot become involved in a dispute resolution process until the above conditions have been complied with, and the complaint is still not resolved to the satisfaction of the complainant. Before the ADR process can commence, the company shall provide the complainant with a complaint closure or ‘deadlock’ letter stating that the complaint has not been resolved and the complainant has been referred to ADR.

Our experienced team of adjudicators apply informed and specialist knowledge to the facts presented by both parties and adjudicate mainly by reference to the operator's own terms and conditions. We will also satisfy ourselves that operators have fully complied with the standards and guidance expected by the Gambling Commission as set out in the Licence Conditions and Codes of Practice (LCCP) in particular Social Responsibility Code Provision 6.1.1. We will only handle dispute cases that satisfy Pegasus ADR Service’s Terms and Conditions.

Pegasus ADR Service rulings are non-binding on complainants who may pursue their case through the court system where the dispute is not resolved to satisfaction using the ADR process. However, adjudication outcomes are binding on registered gambling operators up to a maximum value of £10,000. Above that threshold, operators have the right to have the dispute heard by a court of law.

Please note that Pegasus ADR Service is free of charge to consumers but operators are charged on the annual number of disputes adjudicated on by Pegasus ADR Service starting at £275.00 (excluding VAT). Payment in full is required before registration is accepted.