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RO2 Fair and open gambling

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 – 2025 by quarter

Number of complaints received to the Commission Contact Centre in 2024 – 2025 by quarter.
Sub type summary April 2024 to June 2024 July 2024 to September 2024
Withdrawals and/or financial transactions 536 457
Customer service 430 406
Non-regulated gambling 235 244
Safer gambling tools and/or customer interaction 167 138
Self exclusion 137 116
Illegal activity 87 97
National Lottery 99 74
Marketing and advertising and/or bonus or promotional offer terms 47 74
Other and/or miscellaneous 104 44
Total 1,842 1,650

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 Gambling Commission Contact Centre - annual breakdown

Number of complaints received to the Commission Contact Centre - annual breakdown.
Sub type summary Year to December 2022 Year to December 2023
Withdrawals and/or financial transactions 2,416 2,405
Customer service 1,226 1402
Non-regulated gambling 622 803
Safer gambling tools and/or customer interaction 599 734
Self exclusion 548 592
Illegal activity 418 433
National Lottery 215 233
Marketing and advertising and/or bonus or promotional offer terms 207 191
Other and/or miscellaneous 165 147
Total 6,416 6,940

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.

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