Percentage of customers who have complained or wanted to complain about their gambling experience in the last 12 months
This data is sourced from our Gambling Survey for Great Britain (GSGB) experimental statistics from those who have gambled within the previous 12 months.
We have changed the method by which we ask this question. We now ask people who have gambled in the last 12 months how happy or unhappy they were with the way gambling businesses have treated them. Of those who were unhappy we then ask whether they made a complaint. This means that data for 2023 is not comparable to the data from the previous two years.
Customer complaints can be an indicator of whether the customer believes a licensee will put things right when they go wrong. Our interest in this metric is particularly focused on customers who may have had reason to complain but did not make the complaint. This could be an indicator that the customer did not believe their complaint would be treated seriously or did not know how to make a complaint.
The aim of our regulatory activity is to empower customers to raise complaints, and to ensure our licensees handle those complaints fairly.
Percentage of customers who were happy or unhappy with the way gambling businesses have treated them in last 12 months
| How happy or unhappy were you with the way gambling businesses have treated you? | March 2023 (percentage) |
|---|---|
| Very happy | 11% |
| Happy | 16% |
| Neither | 69% |
| Unhappy | 2% |
| Very happy | 2% |
Percentage of action taken by customers who were unhappy with gambling businesses in the last 12 months
| Action taken by people who have gambled in the last 12 months and were unhappy with the way they were treated | March 2023 (percentage) |
|---|---|
| Made a complaint† | 16% |
| Did not take action but wanted to complain | 39% |
| Did not need to complain | 45% |
Notes
† Complaints made directly to the gambling business, to the Gambling Commission, to an Alternative Dispute Resolution (ADR) body or through a complaints handling tool such as Resolver.
Percentage of customers who have or have wanted to complain in last 12 months - 2021 to 2022
| Data definition | September 2021 (percentage) | March 2022 (percentage) |
|---|---|---|
| Percentage of customers who have complained about their gambling experience in the last 12 months | 8% | 8% |
| Percentage of customers who have not complained but wanted to about their gambling experience in the last 12 months | 4% | 3% |