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Our service standards for enquiries

Our service standards set out the quality of service you can expect from us when you contact us with an enquiry. 

Our service levels 

Letters and emails 

Gambling businesses 

5 working days 

The public 

20 working days 

Phone calls 

Gambling businesses 


We will respond to voice messages within 3 working days 

The public 

We will answer calls within five rings during office hours 


  • We will treat everyone fairly, with respect and courtesy, and without discrimination. However we do not expect employees to tolerate unacceptable behaviour.  

  • We will keep your information confidential at all times.  

  • We will listen to our stakeholders and take responsibility for issues.  

  • We will keep you updated on progress of your query.  

  • Where we are not able to help with your query, we will do our best to suggest other courses of action that might be available to you.  

  • Our employees will introduce themselves when speaking to you on the telephone.  

  • All our communications will be in plain English, and translation services will be available on request, as well as Braille and large print.  

If at any time you feel we have not met the standards you would expect, please let us know as soon as possible so that we can learn from our mistakes and improve.  


If you have a complaint against us, or one of our employees, please register your complaint in writing to:  

Also see

Unreasonable behaviour policy

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