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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Social responsibility

Safer gambling (also known as social responsibility) is all about protecting people from gambling-related harm.

Three licensing objectives support the whole basis of gambling regulation: that crime should be kept out of gambling, it should be conducted in a fair and open way; and children and other vulnerable persons should be protected from harm or exploitation from gambling.  

Most people who gamble do so safely most of the time. But gambling can be harmful for some. Excessive play due to inexperience or binge gambling, periods of loss of control and more serious gambling addiction. The harm suffered is not restricted to the gambler, but also felt by families, friends, communities and employers. 

Proactively interacting early enough and in the right way, can help someone keep control of their gambling and you will retain them as a customer, instead of them choosing to opt for a self-exclusion or closing their account entirely. In the long term this approach is more sustainable for your business. 

Compliance with safer gambling requirements 

Licence conditions and codes of practice (LCCP) 

Our LCCP is the rulebook setting out the measures that you must take and other aspects that we think are good practice. To run your business in a socially responsible way is to use the LCCP as a starting point, and build on these provisions, to ensure that you puts your customers at the heart of your business. 

Working together to improve standards of safer gambling

We work with a number of partner organisations in the area of safer gambling. GambleAware’s programme of treatment, education, harm prevention and research is guided by the National Strategy to Reduce Gambling Harms, which is defined by the independent Advisory Board for Safer Gambling (ABSG), and endorsed by us. 

We also work with industry groups responsible for raising standards in safer gambling, Senet Group and the Industry Group for Responsible Gambling, for example.

Former Chief Executive Sarah Harrison has spoken at industry events about our expectations

“We want to see you harnessing the same innovation and tools that are used to determine customer profitability, to drive customer protection.

There is perhaps no better way to demonstrate a drive to raising standards than through a genuine and public commitment to meeting your social responsibilities.”

Important reading