Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.

If you are a gambling operator please read our Frequently Asked Questions for gambling businesses.
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Contact us

Consumers, members of the public or licence holders can contact us through this enquiry form

This will help assess your enquiry and direct you to helpful information on our website. If you don’t find the information you need, or wish to report a concern to us, then please complete the enquiry form. 

Before you get in contact, take a look at our consumer FAQs page to see if your query has been answered.

We are unable to accept documents to be sent through the enquiry form. If we need any further information, then we will provide you with details of where to send it. 

If you would like to speak to us, then you can contact us on 0121 230 6666. 

Due to the impact that Coronavirus is having, we have had to reduce our phoneline opening hours. Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm. 

We pride ourselves on providing a high-quality standard of service and expect you to treat our staff with respect, in line with our unreasonable behaviour policy. Calls may be monitored or recorded for quality and training purposes. 

For other types of enquiries, please see the information below:  

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Sales enquiries

We are subscribed to the Corporate Telephone Preference Service (CTPS) and do not wish to receive unsolicited sales and marketing telephone calls. It is a legal requirement that companies do not make such calls to numbers registered with the CTPS.

Confidential intelligence line

If you have information about unlicensed or criminal activity related to gambling, or to tell us about non-compliance by an operator you can call the confidential intelligence line.

Media enquiries

If you are a journalist or researcher please contact our press office on 0121 230 6700 or communications@gamblingcommission.gov.uk

Freedom of Information requests and Subject Access Requests 

An FOI request must be in writing (via an email, letter or fax) and include your name and address (postal or email address).

It also needs to include a clear description of the information you are requesting. 

Please send your request to the Freedom of Information (FOI) and Data Protection (DP) team:

FOI@gamblingcommission.gov.uk   

OR

Freedom of Information Team

Gambling Commission

Fourth Floor

Victoria Square House

Victoria Square

Birmingham

B2 4BP

Personal information we collect when you submit a request

When you submit a request we collect:

 

  • Contact details including e.g. your name and correspondence address
  • details of the information requested
  • identification information (if necessary)
  • details of any individual acting on your behalf (if necessary)

Legal Basis for Processing

Our purpose for processing your personal data is so we can fulfil your information request to us.

The legal basis for this is article 6(1)(C) of the GDPR, which relates to processing necessary to comply with a legal obligation to which we are subject.

If any of the information you provide us in relation to your information request contains special category data, such as health, religious or ethnic information the legal basis we rely on to process it is article 9(2)(g) of the GDPR, which also relates to our public task and the safeguarding of your fundamental rights. Schedule 1 part 2(6) of the DPA2018 relating to statutory and government purposes applies.

What we need and why we need it

We need to collect your details to:

  • respond to you and to locate the information you are looking for
  • contact you if we require any clarification or further information pursuant to your request
  • to update you on the progress of your request; and
  • for any subsequent complaint into the handling of the request or the decision reached

This enables us to comply with our legal obligations under the legislation we are subject to:

General Data Protection Regulations (2016)

Data Protection Act (2018)

Freedom of Information Act (2000)

Environmental Information Regulations (2004)

  • Re-use of Public Sector Information Regulations (2015)

If you do not provide the  information we need, we will not be able to process your request.

How we will process your personal data

Your request for information will be logged and stored within our electronic filing system.  Each case file includes the original request, any other information that you have provided to us and any information relevant to the request. The details of your request may be passed  to different areas of the business depending upon the subject matter of the request, however, details of your name and correspondence address will only be shared if it is necessary.

If you are making a request about your personal data, or are acting on behalf of someone making such a request, then we’ll ask for information to satisfy us of your identity.  If it’s relevant we’ll also ask for information to show you have authority to act on someone else’s behalf.

If your request is about information we have received from another organisation we’ll routinely consult the organisation/s concerned to seek their view on disclosure of the material.

How long we will hold your personal data for

Information is held in line with the Gambling Commission’s Retention Schedule. For information connected with a Freedom of Information request (such as disclosed information, details of any exemptions applied and the request itself) or a Data Subject Access request, the retention period is set at 3 years plus the current calendar year.

We retain details of requests in order to compile statistical reports for reports on performance, and to serve as useful case studies for staff handling requests.

Sharing of personal data

We may share your personal data  with the Information Commissioner’s Office (ICO) as the supervisory authority when required to do so.

What are your rights?

If you want to know more about your rights, please refer to the Your Rights section within this privacy statement.