Gambling Commission Work

This section of the website provides information about the ADR (Alternative Dispute Resolution) service provided by Lindsays in connection with disputes about the outcome of a gambling transaction involving lotteries. Please note that Lindsays does not offer ADR in any gambling sector apart from lotteries.

The form of ADR provided is mediation and the person responsible for this work is Jennifer Gallagher.

Jennifer Gallagher is approved by the Gambling Commission to provide an ADR service.

It is a requirement of the Gambling Commission rules that gambling operators have a complaints procedure and as part of that procedure ADR must be offered. A referral to Lindsays for ADR is the final stage of the complaints procedure for the gambling operators which have asked Lindsays to provide this service. A complaint cannot be accepted until the player has completed the earlier stages of the gambling operator’s complaints procedure. 

In most cases the initial referral will be made by the gambling operator with the consent of the consumer. 

If a consumer wishes to submit a complaint directly this can be done by email to jennifergallagher@lindsays.co.uk or in writing to Jennifer Gallagher, RSB Lindsays, Seabraes House, 18 Greenmarket Dundee DD1 4QB. 

Please note however that if you have not followed the gambling operator’s complaints procedure the dispute will not be accepted and will be referred back to the gambling operator.

We can only accept complaints from players of lotteries where we have been engaged by the gambling operator as ADR provider.

The service is free of charge to the consumer. We have agreed with any gambling operators which have asked us to act as ADR provider what we will charge the gambling operator for the provision of this service.

It is important that the consumer using the service has confidence that it is impartial.

Jennifer Gallagher is a partner of Lindsays – an independent Scottish law firm. She is subject to the rules and professional obligations set for solicitors by the Law Society of Scotland. She is not remunerated in any way that is linked to the outcome of the process. The costs associated with provision of the service are met by the gambling operator to ensure accessibility for the consumer.

Jennifer Gallagher has been accredited by the Law Society of Scotland as a family mediator for more than ten years. She has mediated a number of disputes involving non family law matters.

Jennifer will deal with any disputes without bias to any party. If any circumstances are disclosed by either party that would or may appear to affect her impartiality or independence or give rise to a conflict of interest, then this will be disclosed in writing. As Lindsays do not have any other Gambling Commission approved ADR providers in such circumstances the case would be referred to an alternative ADR entity.

The process is conducted in English. Communications can be made by email, telephone, writing or in some cases face to face meetings may be arranged.

The process is governed by the Terms and Conditions.

In most cases initially each party will set out in writing the main points in dispute. These will be shared by the mediator with each party to the dispute and there will be opportunities to provide any supporting documents/other views and comments. The mediator will also review the gambling operator’s terms and conditions insofar as these relate to the matters in dispute.

The mediator will endeavour to assist the parties in reaching a satisfactory resolution of the dispute.

Please see here for frequently asked questions about the process. 

The aim of the process is to assist the parties in finding a solution that is acceptable to them both. The mediator may, if appropriate in the circumstances, propose a settlement. At the end of the process a summary will be provided to both parties in writing setting out the main points and any proposed settlement.