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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

Number of complaints.
Period Stage 1 complaint Stage 2 complaint Referred to Parliamentary and Health Service Ombudsman Total
2023 to 2024 14 6 0 20
2022 to 2023 19 7 0 26
2021 to 2022 21 15 1 37
2020 to 2021 29 15 2 46

Status of complaints

Status of complaints.
Period Upheld Partially upheld Not upheld Open
2023 to 2024 5 5 10 0
2022 to 2023 6 4 16 0
2021 to 2022 1 5 27 3
2020 to 2021 7 5 31 0
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