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 onwards 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
| Sub type summary | Year to December 2020 | Year to December 2021 | Year to December 2022 | Year to December 2023 |
|---|---|---|---|---|
| Withdrawals and/or financial transactions | 3,974 | 2,129 | 2,416 | 2,405 |
| Customer service | 2,254 | 1,226 | 1,226 | 1402 |
| Non-regulated gambling† | Data not collected | 1 | 622 | 803 |
| Safer gambling tools and/or customer interaction | 1,619 | 981 | 599 | 734 |
| Self exclusion | 724 | 330 | 548 | 592 |
| Illegal activity | 888 | 672 | 418 | 433 |
| National Lottery | 206 | 146 | 215 | 233 |
| Marketing and advertising and/or bonus or promotional offer terms | 494 | 279 | 207 | 191 |
| Other and/or miscellaneous | Data not collected | Data not collected | 165 | 147 |
| Total | 10,159 | 5,764 | 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.