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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, in terms of 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 we have improved how we collect and analyse our contact centre data to better inform our work.

Number of complaints received to the Gambling Commission Contact Centre

Number of complaints received to the Commission Contact Centre.
Sub type summary Year to December 2019 Year to December 2020 Year to December 2021 Year to December 2022
Withdrawals and/or financial transactions 2,963 3,974 2,129 2,416
Customer service 2,870 2,254 1,226 1,226
Non-regulated gambling Data not collected Data not collected 1 622
Safer gambling tools and/or customer interaction 1,805 1,619 981 599
Self exclusion 903 724 330 548
Illegal activity 844 888 672 418
National Lottery 226 206 146 215
Marketing and advertising and/or bonus or promotional offer terms 666 494 279 207
Other and/or miscellaneous Data not collected Data not collected Data not collected 165
Total 10,277 10,159 5,764 6,416


† 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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