SO5 Improving gambling regulation
Complaints about the Gambling Commission
The volume, nature and outcome of complaints is one indicator of stakeholder satisfaction in our work.
We record complaints received and handled under our complaints policy. We record the stage at which the complaint was resolved and the outcome.
We aim to conduct our regulatory activity in a manner which minimises the number of complaints received and upheld. Where we do receive complaints, we aim to handle them in an efficient and professional manner. We learn lessons from complaints and report numbers, issues and outcomes quarterly to the Executive team and annually to the Audit and Risk Committee.
Number of complaints
| Period | Stage 1 complaint | Stage 2 complaint | Referred to Parliamentary and Health Service Ombudsman | Total |
|---|---|---|---|---|
| 2022 to 2023 | 19 | 7 | 0 | 26 |
| 2021 to 2022 | 21 | 15 | 1 | 37 |
| 2020 to 2021 | 29 | 15 | 2 | 46 |
Status of complaints
| Period | Upheld | Partially upheld | Not upheld | Open |
|---|---|---|---|---|
| 2022 to 2023 | 6 | 4 | 16 | 0 |
| 2021 to 2022 | 1 | 5 | 27 | 3 |
| 2020 to 2021 | 7 | 5 | 31 | 0 |