Compliance & Supply Chain
Corporate Social Responsiblity Policy
BPO is committed to caring for our customers and players providing them with one of the safest and most secure products to gamble. Whilst the responsibility for an individual’s gambling is their own, we have a responsibility to exercise a duty of care. BPO recognises that for a very small minority of players, gambling can become addictive which can lead to a range of problems for both individuals and their families. As a result of this BPO believe that we have a social responsibility to act positively in relation to responsible gambling.
To read Blueprint Operation’s full Corporate Social Responsibility Policy – click here.
Tax Strategy
Group Tax Strategy Statement For Fiscal Year 2024
Merkur Gaming UK Limited and its subsidiaries is publishing this UK tax strategy statement pursuant to the requirements of paragraph 16 (2) of Schedule 19 of the Finance Act 2016. This statement is applicable to the tax strategy in the United Kingdom and it is publicly available to all stakeholders.
Customer Complaints and Disputes Policy
BPO recognises its responsibility and obligation to comply with the Licensing Objectives of the Gambling Act 2005 and the Licence Conditions and Codes of Practice. Monitoring of procedures and staff training is ongoing and subject to regular review and inspection.
Policy and Procedures
BPO is committed to providing a high standard of service to its customers, who are primarily business partners such as licensed operators. While BPO does not have a direct relationship with members of the public who use its products, it recognises the importance of maintaining an effective and transparent complaints process. This policy sets out the procedure for handling complaints relating to BPO’s products, services, and conduct of its licensed activities.
Scope of Complaints
Complaints covered by this policy may include:
– The supply, installation, maintenance, or performance of gaming machines or software.
– Technical issues affecting game functionality or integrity.
– Concerns raised by operators relating to compliance, fairness, or operational performance.
– Conduct of BPO staff, contractors, or representatives.
BPO does not generally handle complaints or disputes directly from end users (players). Such complaints should be directed to the licensed operator responsible for the premises or platform where the gambling activity took place.
Complaints Procedure
– Complaints must be submitted in writing (email or letter) within 6 months of the issue arising.
– Complaints should include full details, including supporting evidence where available.
Contact Details:
Email: CSD@BPOPS.CO.UK
Post: Blueprint Operations, Blueprint House, Northern Road, NG24 2 EU
Where a complaint is received, the following procedure should be followed:
– BPO will acknowledge receipt of the complaint within 3 working days.
– Complaints will be dealt with confidentially, and should be submitted in writing, by letter or e-mail.
– There should be as much detail as possible, including details of independent witnesses and any other relevant information, in order to assist BPO to carry out an investigation.
– Complaints should be raised within 6 months of the incident.
What Happens Next?
– BPO will investigate and provide a full explanation of what we have done within 8 weeks of receiving a complaint.
– If the investigation can’t be resolved within 8 weeks, we will explain why and give a date by which a full response can be expected.
– Should the complaint not be resolved between us we will provide a ‘deadlock’ or final outcome letter that you may need if “the venue” goes to Alternative Dispute Resolution (ADR).
Record Keeping
– All complaints and responses will be recorded and retained for a minimum of two years.
– Complaint outcomes will be reviewed to identify trends and improve processes.
– Where required, matters may be reported to the Gambling Commission in line with key event reporting obligations.