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.
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How we regulate the gambling industry

We regulate in a transparent, accountable, proportionate, and consistent way. Using a risk-based approach, we focus our resources on those issues and gambling businesses that potentially present the greatest risk to the licensing objectives.

All commercial gambling businesses which hold a licence under the Gambling Act must comply with that legislation and our Licence conditions and codes of practice (LCCP)

The National Lottery operator has a separate licence, we make sure that Camelot complies with that licence, and also monitor and challenge Camelot to deliver as much money as possible for good causes. 

We combat illegal gambling activities and betting-related corruption in sports. 

We publish the way we interpret the relevant legislation and support our compliance and enforcement activity with clear regular communications. 

We advise government by gathering information and intelligence and maintaining our evidence base. 

We work closely with other regulators including licensing authorities and with bodies such as the police and HM Revenue & Customs (HMRC).

What is compliance?

An important part of our work is to ensure that licence holders understand and are compliant with the law and with the licence conditions and codes of practice. 

This is largely:

What is our approach to ensuring compliance?

Our compliance process concentrates on the effectiveness of licence holders' self-regulation. The type of compliance activity we undertake includes:

  • carrying out reviews and visits
  • giving specific advice or guidance to licence holders
  • taking remedial or preventive action
  • varying or imposing additional licence conditions
  • reviewing financial information.

Our approach to compliance is set out in our Licensing, compliance and enforcement policy statement and Statement of principles for licensing and regulation. 

What happens when licence holders are not compliant? 

Licence holders who are not compliant risk regulatory action

Equally, licence holders and individuals who are uncooperative, or less than open with us, can expect higher levels of regulatory intervention. Where necessary we will exercise our regulatory powers.  

Our terms and conditions contain further information on legal advice.