More than 100 on-course bookmakers have already signed up for a new ‘Customer Charter’ that will require them to adhere to standard each-way betting terms, and deal with customers in a polite and helpful manner.
The voluntary scheme, which goes ‘live’ on Friday 4 June at the Investec Derby Festival, has been developed by Racing for Change and the Racecourse Association, in conjunction with leading on-course bookmakers.
Bookmakers who have agreed to the terms of the Charter will display a flag on their boards so the public can easily recognise them, and to signify that they have agreed to the following:
1. Make all customers feel welcome and deal with them politely and efficiently and answer any questions constructively.
2. Assist inexperienced racegoers, when time allows, and help to educate them on betting and racing.
3. Provide customer service feedback to the racecourse so that the views of racegoers are discussed pro-actively between the bookmakers and racecourses to ensure that the experience of attending a race meeting is an enjoyable one.
Terms of Betting
4. Bet in accordance with the Rules of Betting as published by the Tattersalls Committee. In particular, bookmakers will clearly display if they are betting win only on a particular race. Where bookmakers accept each-way bets the terms will be (or will be better than):
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
A bookmaker that signs up to this Charter must adhere to these rules at each race meeting and in respect of each race at a race meeting. A bookmaker cannot select individual races or days on which he/she wishes to abide by the terms of this Customer Charter and must offer the above level of customer service at each race meeting at which they do business.
Nigel Roddis, Development Director at Racing for Change, said: “We’ve been delighted by the positive response to this initiative. Over the coming weeks, we hope more on-course bookmakers will come on board.”
“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.”