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SO2 A fairer market and more informed consumers

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.

Note: 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 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
Withdrawals and/or Financial transactions 2,963 3,974 2,129
Customer Service 2,870 2,254 1,226
Safer gambling tools and/or Customer Interaction 1,805 1,619 981
Self Exclusion 903 724 331
Illegal Activity 844 887 673
Marketing and Advertising and/or Bonus or promotional offer terms 666 494 279
National Lottery 226 206 146
Total 10,227 10,158 5,765
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