As a Company operating in a regulated industry, many aspects of our operations are defined by our regulators.

We are licensed in 13 countries worldwide. Compliance with these regulations is a core part of our day-to-day activities and is continually reviewed and monitored.

Treating customers fairly and openly

We want customers to feel they are treated fairly and openly, and we endeavour to resolve all betting disputes in a clear and equitable manner.

In the UK, when a customer disagrees with our decision, they can refer disputes to free, independent, Alternative Dispute Resolution (ADR); for more information see the Key performance measures below.

Socially responsible marketing

William Hill was part of the BGC’s Advertising and Technology working group that developed, and in August 2020 launched, the 6th Industry Code for Socially Responsible Advertising, that came into force in October 2020.

Keeping crime out of gambling (prevention and anti-money-laundering (AML) regulation)

During 2020 we recruited additional core AML staff, ensuring that key policies, processes and due diligence are effectively maintained across the Group. The content of our established retail anti-social behaviour (ASB) workshops was also updated, to reflect challenges faced by particular shops and/or areas: for example, gang-related crime or drug dealing.

Investment in and implementation of Accuity

During 2020, we worked with Accuity to deliver a 24/7 customer screening tool that ensures customers are continually screened against sanctions and Politically Exposed Persons (PEP) watchlists, and adverse media lists.

Sports betting integrity

As a Board member of the International Betting Integrity Association and a member of the GB Gambling Commission’s Sports Betting Integrity Forum, William Hill continues to be fully and actively engaged in sports betting integrity matters, including supporting a number of investigations conducted by sports’ governing bodies.

Human rights

The Board considers that it is not necessary for the Group to operate a specific human rights policy at present. Our policies already operate within a framework to comply with relevant laws, to behave in an ethical manner and to respect the human rights of our employees and other stakeholders in the business. Most of the Group’s business is conducted in the UK and in jurisdictions where human rights are generally observed.

The Corporate Responsibility Committee, on behalf of the Board, is satisfied that William Hill’s policies operate in a way that is consistent with the UN’s Global Compact, covering areas of human rights, labour, the environment and anti-corruption. The Group’s statement on the Modern Slavery Act 2015 was reviewed and updated in February 2021.