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SO2 A fairer market and more informed consumers

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 online tracker survey on responses from those who have gambled within the previous 12 months.

We have recently changed this question so data is currently only available for this year.

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 wanted to complain about a licensee 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 see this figure decrease.

Percentage of customers who have or have wanted to complain in last 12 months

Percentage of customers who have or have wanted to complain in last 12 months
Data definition September 2021 March 2022
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%
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