Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.
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Consumer complaints and redress review

We have reviewed the complaints processes in the gambling industry one year after the introduction of the Alternative Dispute Resolution (ADR) scheme.

In 2015, new regulations on alternative dispute resolution (ADR) provision came into effect. Under these, the Gambling Commission became a competent authority for ADR provision in the gambling industry, and responsible for approving ADR providers.

As part of this role, we decided to review how well complaint processes in the industry are working, and whether the changes have had any impact yet. We have now published our review.

This review is part of our work to raise standards in the gambling industry, and to place consumers at the heart of regulation. It is based on information provided by ADR providers, by gambling operators and by consumers.

Our review has shown that currently, the complaints system in the gambling industry is not working for consumers. They have found it difficult to access, time consuming to use, and they question whether it is independent and transparent.

We will be working closely with gambling operators, ADR providers, trade associations and consumers and their representatives to make improvements to the system. 

 

See also

Complaints processes in the gambling industry

A review one year after the introduction of the Alternative Dispute Resolution (ADR) scheme

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