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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The importance of interacting with customers

A key area of safer gambling is customer interaction. It’s about identifying a player who is at risk of harm and interacting with them to reduce that risk.

We want you to be focusing on measures which enable you to identify and help players who are experiencing some level of harm from their gambling.

Customer interaction is a proactive thing. An interaction with a customer is part of a process, not an end in itself. It is important to understand what impact your interactions have.

The video below provides an introduction to customer interaction and what you need to be doing to identify people who may be at risk of, or experiencing, gambling harm. It explains, clearly, what customer interaction is and how you can execute it properly. 

LCCP: 3.4 Customer Interaction

We have requirements in our LCCP which set out the minimum standards that we expect you to comply with.

We know that the industry is making progress, but we want you to do much more to put consumers, and particularly vulnerable consumers, at the heart of your businesses.

Also see

Customer interaction guidance for remote operators

PDF

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Customer interaction guidance for non-remote operators

PDF

291 KB Download