Turning compliance into growth: The Pools’ new chapter amid UK regulatory shift – Part 2
SiGMA News continues its conversation with Caroline Newman, the new Director of Regulatory Compliance at The Pools. In this second part, we explore how to turn compliance requirements into sustainable brand growth, the challenges of integrating player protection within an evolving regulatory framework, and the trends that will balance growth and responsibility in pool betting in the United Kingdom.
Player protection in a changing environment
Effectively incorporating player protection becomes one of the main challenges for operators as the UK’s regulatory environment changes. The real challenge lies in converting regulatory requirements into practical, proportionate and sustainable measures, which goes beyond official compliance.
SiGMA News: What are the biggest obstacles to integrating player protection into the UK’s evolving regulations?
Caroline Newman: “ We can see that the regulatory landscape continues to evolve at a pace. Many of the upcoming changes build on existing themes, but the challenge lies in how these expectations are translated into day‑to‑day operations.
A key focus is the continued refinement of customer interaction and risk‑based protections; striking the right balance between strong safeguards and a customer experience that remains fair and proportionate. Getting that balance wrong risks undermining trust with customers and regulators alike.
Another area of focus is governance and accountability. As compliance requirements become more embedded across the organisation, there’s an increasing expectation that regulatory responsibility extends well beyond the compliance function alone.”
Newman emphasises that the true challenge lies in execution: “The challenge is in the implementation. It is about finding the right balance: ensuring that player protection tools are effective, proportionate and consistent, while still allowing customers to enjoy the experience by adopting risk‑based approaches that reflect individual behaviours and circumstances.”
Compliance as part of business identity
Looking ahead to 2026, the focus is not only on identifying new obligations but also on how to implement them consistently into day‑to‑day operations. Operators must prepare for an environment in which regulatory compliance will become increasingly cross‑cutting and demanding.
In restructured teams, building a strong compliance culture requires more than processes and controls. It demands creating an environment in which compliance is part of the strategic conversation from the outset, and where each department takes ownership within a shared responsibility framework.
SiGMA News: What strategies can foster a compliance culture in restructured teams such as those at The Pools?
Caroline Newman: “Culture determines the place compliance holds within an organisation, especially during times of change. When conditions are right, compliance is considered a reliable partner in decision-making and is involved early. It tends to become more reactive in the absence of such a base. The way individuals choose to comply with the rules is what makes a difference, not the rules themselves. Building a strong compliance culture at The Pools entails integrating it throughout the company and making sure compliance voices are recognised, heard, and encouraged.
This methodology not only mitigates risk; it elevates compliance to an enabler of innovation. In times of transformation, it promotes a fluid communication in which the regulatory and the commercial mutually reinforce one another, prioritising ethical, informed decisions that last.”
Striking the balance between responsibility and growth
As the UK’s pool betting landscape evolves, the line between growth and responsibility is becoming ever more critical.
SiGMA News: What trends do you think will shape the balance between growth and responsibility in pool betting in the UK this year?
Caroline Newman: “ The balance between commercial growth and operating in a safe, responsible way will continue to be a defining theme for the sector this year. With regulatory expectations increasing and gambling duties rising, operators will need to be much more intentional about how they grow, focusing on quality, trust and sustainability.
One clear trend will be a stronger emphasis on customer care and high standards of player protection, particularly within the regulated market. Against the backdrop of an expanding illegal black market, it’s essential that licensed operators clearly demonstrate the value of regulation by providing safe, fair and well‑protected environments for customers. In unlicensed spaces, that level of care and oversight often doesn’t exist.
At The Pools, our priority is ensuring customers can trust and rely on us to provide a safe, fair and enjoyable experience. Customers need to know their welfare comes first, and that’s reinforced through the way we operate every day.”
Honouring heritage while adapting to modern regulation
The Pools’ path to comply with regulations serves as an example of how a business with a long history may change without losing its character. The business is developing a stronger and more sustainable growth model by putting player safety first, managing responsibly, and encouraging a collaborative culture.
With a leadership team that truly values player safety and strong governance, The Pools illustrates how iconic brands can navigate the UK’s evolving regulatory landscape responsibly.
This article was first published in Spanish on 9 March 2026.
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