Socially Responsible

Within our retail estate and our Call Centre operation for telephone account holders we only accept bets from those aged 18 or over.

In support of this we have introduced a ‘Think 21’ approach in all our shops and on-course operations; this requires all members of staff to challenge any individual whom they believe to be aged 21 or under to produce proof of age prior to allowing them to gamble.

Telephone customers wishing to open an account and make a deposit using a method that is available to those under the age of 18 undergo age verification testing through an external service provider and are allowed to gamble and withdraw only after the completion of the due diligence testing.

The shop estate has clear signage to inform customers of the age restrictions and all our advertising is in line with the industry code of practice and supportive of the gambleaware.co.uk initiative.

We have procedures in place to monitor our performance with regard to age verification and we also employ the services of an external service provider to regularly test the application of all staff to the delivery of this key objective.
Whilst gambling is a source of excitement and pleasure for the majority of adults we accept that for a small number of individuals this may cease to be true.

We provide facilities on both platforms for customers to self–exclude themselves from gambling should they, or we, believe that they are no longer in control of their gambling. Staff are trained to help customers complete such an agreement and to agree with the customer the range and scope of the agreement and the responsibilities of both parties.

Our telephone customers also have the facility to limit the levels of gambling that they wish to undertake through the placing of deposit limits that cannot be changed without the completion of a period of notice.

Whilst it is difficult to compile a fully comprehensive list of indicators of a gambling problem our staff are trained to identify a number of characteristics that are widely accepted as being such indicators and when, with the help of their experience of the customer, these indicators are recognised we have a customer interaction policy in place to intervene whenever deemed necessary.

Betfred work closely with over stakeholders in the industry such as GamCare and at our invitation GamCare conducted an inspection of our retail estate in 2010 and this resulted in the award of a Certificate of Social Responsibility for the delivery of high standards of socially responsible practice.

Betfred are a major contributor to the GREaT Foundation (Gambling Research, Education and Treatment Foundation) who aim to support individuals who experience problems with their gambling as well conducting research and educational programmes in pursuit of proactive prevention initiatives.

Betfred is committed to giving customers all the information that they require in order to make a considered decision with regard to their gambling.

All our shops have a full set of rules and terms and conditions on display and each shop has a reference book available to customers with details on how to bet, the likelihood of success and the rules applicable to those bets. All telephone customers have access to these same guidelines either via the website or through a similar reference booklet.

We have a number of products the outcome of which is determined by a random number generator. Such products are administered by an external service provider and these providers and the equipment used are subject to rigorous testing procedures in line with the licence conditions applicable to the service they provide and as issued by the Gambling Commission.

Betfred has a published Complaints and Disputes Policy although it is always our intention to resolve any complaints at the first point of contact. Where this is not possible we have a dedicated customer services team to help customers on all platforms resolve any issues and thereafter we refer all betting disputes to a third party adjudication service for a decision that we would consider to be binding.

The integrity of all the sports that we offer markets on is vital to Betfred and to all of its customers as well as the Sports Governing Bodies. We work closely with all interested parties in the maintaining of this integrity and provide the Gambling Commission with information on suspicious betting activity that we believe may lead to the making by the Commission of an order to void a bet. We also take steps to ensure that our trading team are familiar with regard to the rules relating to gambling by members of the various sporting bodies and we bring to their attention any suspicions that we may have of a breach of those rules.

Betfred prides itself on the policies and procedures we have in place to protect our staff from being the targets of crime. All shops have a detailed Security Manual that outlines all our procedures with regard to the security of the staff and the shop including comprehensive cash handling and cash control measures; all staff are trained on the contents of this manual and the level of understanding is tested prior to sign off.

We have a comprehensive Violence in the Workplace Policy that is published and available to all staff.

The Betfred Head Office based security team diligently monitors the application to these procedures and instigates corrective actions whenever appropriate.

All shops have a range of security measures in place including, time delay safes, remote monitoring, CCTV, remote door locking facilities and bandit screens.

The Security Managers in the field undertake a programme of ongoing risk assessments on all units taking account of that unit, with those staff, in that location.

A new risk assessment is completed for all new shops or for those subject to an incidence of violence or attack.

Betfred staff are trained with regard to their responsibilities under the Proceeds of Crime Act and any suspicions are communicated to a designated Money Laundering Reporting Officer based at the Head Office.

All shops have an on line reporting facility that records any incidences of violence in the workplace from verbal abuse through to robbery; these reports are downloaded and considered the day after the reporting of the incident.

Betfred work closely with other industry bodies and other relevant stakeholders in order to develop best practice and to share information that may help with the delivery of this key objective.