Regulations for Gambling Operators

Request

What laws, guidance and regulations gambling operators must've adhered to in 2019 and 2020 related to social responsibility and vulnerable customers?

Response

Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).

In your email you have requested what laws, guidance and regulations gambling operators must've adhered to in 2019 and 2020 related to social responsibility and vulnerable customers.

The Licence conditions and codes of practice (LCCP) set out the requirements all licensees must meet in order to hold a Gambling Commission licence. The LCCP is not static, we make amendments or additions to take account of developments in the industry or emerging evidence on the most effective means of promoting socially responsible gambling.

Section 21 of the FOIA provides that information is exempt where it is reasonably accessible elsewhere. Historic copies of the LCCP which were in effect during 2019 and 2020 can be found here: LCCP's 2018-2020 (gamblingcommission.gov.uk) (opens in new tab). Further, changes to the LCCP from July 2020 to April 2026 can be found here: Previous changes to the LCCP (opens in new tab).

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. 

It should be noted that if you wish to raise a complaint with the ICO about the Commission’s handling of your request for information, then you are required to do so within six weeks of receiving your final response or last substantive contact with us.

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