Writing the next chapter at The Pools amid UK regulatory shift - Part 1
With more than a century of heritage, The Pools has been woven into British life as one of the nation’s most enduring brands. Now, as it continues to modernise within a changing regulatory landscape, SiGMA News speaks with Caroline Newman, recently appointed as Director of Regulatory Compliance, about how tradition and transformation can coexist at The Pools amid evolving UK regulations. In this first of two instalments, we explore how The Pools’ new compliance chief blends a 100-year legacy with smarter tools against tightening regulations.
Honouring a legacy while looking ahead
Before we get into compliance frameworks and regulatory fine points, Newman reflects on the cultural significance of joining an iconic company that still holds a special place in the hearts of fans across generations.
SiGMA News: What makes the move to The Pools special for you? What excites you most about this new beginning?
Caroline Newman: “The move to The Pools feels genuinely special because of what the brand represents within the fabric of British society. For so many people, The Pools is wrapped up in positive sentiment; fond memories of parents or grandparents sitting down to predict the weekend’s scores.
“What excites me most is the chance to help write the next chapter.”
As a brand with more than 100 years of history, The Pools has a heritage that only a handful of organisations can claim, and that legacy brings with it both responsibility and opportunity. What excites me most is the chance to help write the next chapter. I’m bringing my experience to support The Pools’ continued growth, and I’m thrilled to be joining such an iconic brand as it drives forward its modernisation, while staying true to the values and traditions that have always made it so special.”
Finding the balance between transformation and trust
To ensure that contemporary compliance seems natural rather than imposed while preserving what she describes as “the warmth and sense of community” essential to The Pools’ character, Newman’s vision blends creativity with empathy.
SiGMA News: Given The Pools’ iconic status, how do you “modernise” compliance without losing traditional values?
Caroline Newman: “The Pools has earned trust over generations and for many people, has long felt like a household brand. Those traditional values aren’t a barrier to modernisation; they’re the foundation it should be built on.
“Those traditional values aren’t a barrier to modernisation; they’re the foundation it should be built on.”
Modern compliance is about using smarter tools, better data and clearer processes to protect customers in a way that feels proportionate and human, not intrusive or overly complex. At an iconic brand like The Pools, that means designing compliance frameworks that support innovation while preserving the simplicity and enjoyment that customers associate with it.”
At The Pools, compliance is built right into the customer journey from the start, rather than added later. This meets regulatory requirements, supports digital transformation, and preserves the trust and sense of community that define The Pools, added Newman.
Remote Gaming Duty at 40%: Newman’s compliance survival guide
With the UK’s Remote Gaming Duty scheduled to increase to 40% in April 2026, Newman views compliance as a strategic anchor rather than a cost centre, essential for preserving trust and business stability in the face of financial pressure.
SiGMA News: How will the Remote Gaming Duty increase impact operator compliance?
Caroline Newman: “The rise in duty will inevitably sharpen the focus on compliance across the industry. When margins are under pressure, getting compliance right first time matters more than ever (not just from a regulatory standpoint, but also from a commercial perspective).
“When margins are under pressure, getting compliance right the first time matters more than ever.”
A higher duty increases the importance of robust controls, accurate reporting and strong governance. In a high‑tax environment, errors, inefficiencies, or remediation quickly become more costly, so operators need compliance frameworks that are not only effective but proportionate and properly embedded across the business.
There’s also a behavioural aspect. As operating models adapt to increased taxation, compliance teams have a key role to play in assessing risk, supporting sustainable product and customer strategies and keeping commercial decisions aligned with regulatory expectations.”
Next Monday, in Part 2, the conversation continues with Caroline Newman on converting compliance rules into sustainable brand growth.
This article was first published in Spanish on 4 March 2026.
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