News & Press Releases
Customer Service Charter - Press Release
Date: Friday, 21 May 2010
CUSTOMER CHARTER LAUNCHED FOR ON-COURSE BOOKMAKERS
Racing for Change and the Racecourse Association today launched a “Customer Charter” for on-course bookmakers. The aim of the Charter is to ensure that on-course bookmakers will:
Deal with customers in a polite and efficient manner;
Assist inexperienced racegoers, when time allows, and help to educate them on betting and racing;
Provide customer service feedback to the racecourse to help improve the experience of those attending a race meeting;
Clearly display whether they are betting ‘Win only’ on a race; and
When accepting each-way bets, the terms will be the same or better than those published by the Tattersalls Committee, these being:
i. Fewer than 5 runners – All to Win
ii. 5-7 runners – 1/4 odds on place 1-2
iii. 8 or more runners – 1/5 odds on place 1-2-3
iv. Handicaps with 12-15 runners – 1/4 odds on place 1-2-3
v. Handicaps with 16 or more runners – 1/4 odds on place 1-2-3-4
By introducing the Customer Charter, Racing for Change and the Racecourse Association, with the support of a number of leading on-course bookmakers, are responding to customer concerns regarding the wide range of each way terms currently offered by on-course bookmakers.
Customer feedback has suggested that offering each-way terms that are different from those that were standard on-course, and which remain generally available in the off-course market, is confusing. In addition, the inferior terms offered by some bookmakers is a significant deterrent to betting in the ring. It is hoped that the Charter will start to address these concerns.
The Charter is voluntary but it is anticipated that a significant number of on-course bookmakers will recognise the customer service benefits of signing up. The Charter will become operational from Friday 4th June 2010.
Bookmakers who have agreed to the terms of the Charter will display a gold flag on their boards so the public can easily recognise them.
Nigel Roddis, Development Director at Racing for Change, said “One of our primary goals at Racing for Change is to encourage more people to come racing, more often. The variety of each-way terms on the racecourse has been high on the list of issues raised by regular racegoers and the Charter is designed to address the matter. I hope the gold flag will be seen as a positive step by both punters and the on-course bookmakers.”
Geoff Banks, one of Britain’s leading independent bookmakers, with 20 racecourse pitches, commented “This is a great initiative. We are after all in a service industry, providing betting opportunities to the public. Adopting the Charter and flying the flag is akin to the British Kite Mark issued by British Standards Institution. The gold flag is the symbol that will give consumers the assurance that the terms to which they are betting really do conform to the appropriate British Standard set out by Tattersalls.
The reputation of the whole betting ring has been damaged by a small number of bookmakers offering inferior each-way terms, that not only confuse infrequent racegoers but also alienate regular racegoers. When the business levels are under pressure for a variety of reasons, bookmakers must raise their standards and attract new business.”
AGT Limited, which administers betting rings under contract to the racecourses, has agreed to process applications for the gold flags. To apply, on-course bookmakers should email mainoffice@agt-ltd.co.uk giving their trading name, or fax AGT on 01480 499181 or write to AGT at the usual address. By applying, bookmakers indicate that they have read and understood the terms of the Charter and will abide by them.
The rules and the full terms of the Customer Charter can be found on the AGT website – www.agt-ltd.co.uk and the Racecourse Association website – www.britishracecourses.org
Further Information:
Nigel Roddis – Racing For Change – 07769 880943
Caroline Davies – Racecourse Association – 01344 873536
Tim Moore – AGT Limited – 01480 499187
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