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Contact us

The information below shows the topics that we get asked about the most. If you need to contact us then you can call or email.

Telephone number– 0121 230 6666

Email - info@gamblingcommission.gov.uk

Please note that email attachments over 5MB will not be accepted by our systems. If you have a large attachment to send, please speak to us and we will advise on alternative options

Licence holders – Please use the eServices portal or the dedicated email address - licensing@gamblingcommission.gov.uk

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.

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Members of the public / Gambling customers


  • How to stop receiving marketing from gambling businesses
  • Problems with ID verification and withdrawing money

If you are worried that yours, a family member's or a friend's gambling is becoming a problem support is available.

Gambling businesses / Licence holders


  • Making a change to your licence

We’ve introduced a dedicated message and call back service for licence holders- 0121 230 6666 (Option 2)

It enables us to investigate your query, and provide a more relevant and accurate response. We guarantee to return your call within three working days – the same promise we make for email.

When you call us please make sure you leave your name, account number, contact details and a brief description of your query. You can find the answers to the most commonly asked questions on our website.

You can also email our dedicated email address for licence holders: licensing@gamblingcommission.gov.uk.

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:



Freedom of Information Team

Gambling Commission

Fourth Floor

Victoria Square House

Victoria Square


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.