Customer complaints about licensees made to the Gambling Commission
This data is sourced from our Contact Centre.
Customers are more likely in the first instance to complain direct to the licensee where their problem may be resolved. This data therefore does not provide a full picture of gambling-related complaints. However, for our metrics, it provides an indication of the issues that are concerning customers. We use this to help focus our work.
The aim of our regulatory activity is to address areas where there is customer concern and see these reduce in future years.
From early 2022 onwards we have improved how we collect and analyse our contact centre data to better inform our work. We are also now presenting this data on a quarterly basis as it is available to us at that frequency
Number of complaints received to the Gambling Commission Contact Centre in 2024 to 2025 by quarter
| Sub type summary | April 2024 to June 2024 | July 2024 to September 2024 | October 2024 to December 2024 | January 2025 to March 2025 |
|---|---|---|---|---|
| Withdrawals and/or financial transactions | 536 | 457 | 473 | 478 |
| Customer service | 430 | 406 | 338 | 360 |
| Non-regulated gambling† | 235 | 244 | 273 | 376 |
| Safer gambling tools and/or customer interaction | 167 | 138 | 172 | 169 |
| Self exclusion | 137 | 116 | 94 | 105 |
| Illegal activity | 87 | 97 | 114 | 103 |
| National Lottery | 99 | 74 | 85 | 120 |
| Marketing and advertising and/or bonus or promotional offer terms | 47 | 74 | 47 | 54 |
| Other and/or miscellaneous | 104 | 44 | 72 | 73 |
| Total | 1,842 | 1,650 | 1,668 | 1,838 |
Notes
† Complaints that relate to matters outside of our regulatory remit, for example, loot boxes, social gaming, free prize draws. This does not include unlicensed illegal activity which is recorded separately.
Number of complaints received to the Commission Contact Centre - annual breakdown
| Sub type summary | Year to December 2022 | Year to December 2023 | Year to December 2024 |
|---|---|---|---|
| Withdrawals and/or financial transactions | 2,416 | 2,405 | 2,048 |
| Customer service | 1,226 | 1,402 | 1,557 |
| Non-regulated gambling† | 622 | 803 | 994 |
| Safer gambling tools and/or customer interaction | 599 | 734 | 615 |
| Self exclusion | 548 | 592 | 460 |
| Illegal activity | 418 | 433 | 383 |
| National Lottery | 215 | 233 | 335 |
| Marketing and advertising and/or bonus or promotional offer terms | 207 | 191 | 236 |
| Other and/or miscellaneous | 165 | 147 | 268 |
| Total | 6,416 | 6,940 | 6,896 |
Notes
† Complaints that relate to matters outside of our regulatory remit, for example, loot boxes, social gaming, free prize draws. This does not include unlicensed illegal activity which is recorded separately.