Complaints at the Gambling Commission
Request
In the year 2023 to date how many complaints have licensing received? How many were about the caseworker? Why do you encourage complaints? Can the Gambling Commission complain about operators?
Response
Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).
In your email you have requested:
- In the year 2023 to date how many complaints have licensing received?
- How many were about the caseworker?
- Why do you encourage complaints?
- Can the Gambling Commission complain about operators?
The Gambling Commission can confirm that 8 complaints were received about Licensing from 1 January 2023 to 13 January 2024. The Gambling Commission can also confirm that none of the complaints received referred to a caseworker or named member of staff.
In relation to the second part of your request, this is not a request for recorded information and as such we are unable to provide a response in accordance with the FOIA. The FOIA gives individuals the right to request only recorded information held by public authorities, such as the Gambling Commission. It does not provide an avenue for individuals to gain views or opinions of public authorities or information not held at the time the request is made.
It should be noted that the Gambling Commission are an industry regulator and not an ombudsman. Our role is to consider if a gambling business has breached their licence conditions and we will take regulatory action where appropriate. We do not become involved in or “act upon” individual complaints.
We use evidence from a range of places, including from gambling customers, to build cases against gambling businesses. Information provided to us helps inform our work to raise gambling industry standards and make gambling fairer and safer. Information drawn from complaints raised against operators may be used by the Commission to inform our regulatory approach and determine whether any action may be necessary.
If we have sufficient information about an issue with an operator that we feel needs to be pursued, we will commence a dialogue with the operator.
Review of the decision
If you are unhappy with the service you have received in relation to your Freedom of Information request you are entitled to an internal review of our decision. You should write to FOI Team, Gambling Commission, 4th floor, Victoria Square House, Victoria Square, Birmingham, B2 4BP or by reply to this email.
Please note, internal review requests should be made within 40 working days of the initial response. Requests made outside this timeframe will not be processed.
If you are not content with the outcome of our review, you may then apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have already exhausted the review procedure provided by the Gambling Commission.
The ICO can be contacted at: The Information Commissioner’s Office (opens in a new tab), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
Information Management Team
Gambling Commission
Victoria Square House
Victoria Square
Birmingham B2 4BP