Welcome to the NCF-IPCA website which provides information on Alternative Dispute Resolution (ADR) for the UK land based casino and bingo industry.

The NCF-IPCA has been approved as an Alternative Dispute Resolution Entity by the UK Gambling Commission (application number: 30806) and as such is acknowledged as an impartial entity for the arbitration of disputes relating to the outcome of gambling transactions between consumers and licensees (operators).

The NCF administrates the procedures for the IPCA ADR entity.

Under the Licensed Conditions and Codes of Practice (LCCP) for Gambling Operators, issued by the Gambling Commission, Licensees must put in place procedures for resolving customer complaints and disputes and the existence and terms of such procedures must be drawn to the attention of all consumers. This code came into effect on 1st October 2015 and was revised in November 2018.

In this code a ‘complaint’ means a complaint about any aspect of the licensee’s conduct of the licensed activities, and a ‘dispute’ is any complaint which:

  1. relates to the outcome of the complainant’s gambling transaction (including disputes about, for example, management of the transaction and related customer accounts, including the ability to access funds); and
  2. is not resolved at the first stage of the licensee’s complaints procedure.


The services of any such ADR entity must be free of charge to the customer and must not be subject to terms which restrict, or purport to restrict, the customer’s right to bring proceedings against the licensee in any court of competent jurisdiction.

For a more detailed description of the ADR process please refer to the ADR Information.