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Complainant data

Our complaints page lists the sorts of complaints we may see in the course of our work (and explains how you might raise a complaint) – these include:

  1. Consumer complaints about a gambling business (save for that mentioned below, these will generally be made to the business itself first or, if necessary, by an Alternative Dispute Resolution (ADR) process)
  2. Complaints about ADR providers
  3. Whistleblowing about the way a gambling business is run
  4. Complaints about the National Lottery
  5. Complaints about the Gambling Commission.

When we receive any such complaint, we will create a complaint file which will identify the complainant (and include their contact details) and others who may be named in the complaint.

We will ordinarily have to share the complainant’s identity with the operator or person complained about. It may be necessary for the person complained about to access any relevant information they hold on a complainant (for example, relevant customer account details, history) to help us resolve the complaint. The more complete a picture that we have of the issues complained about, the better prospect we will have in dealing with it effectively. If a complainant tells us that they do not want to be identified to the operator/ person complained about, we will try to respect that. But where there is an overarching public interest to progress a complaint made, which cannot be done without disclosing the complainant’s identity, we may decide to do so.

A complaint may also lead to regulatory action as set out above; as such, the relevant data may also form part of the investigation file.

We may publish research or statistics regarding the complaints we deal with in a relevant period; but we will not do this in a way which identifies individual complainants.

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Last updated: 21 November 2023

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