Gold Flag Customer Charter

On-course Bookmakers and Racing for Change are working together on a Customer Services Charter. Bookmakers who have agreed to the terms of the Charter will display a gold flag on their boards so you can easily recognise them, and to signify that they have agreed to the following:

Service Levels

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.