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.

If you are a gambling operator please read our Frequently Asked Questions for gambling businesses.
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New online service for personal licence holders

The manage your personal licence service is now live

This is a new service that has been designed to make it easier and quicker for personal licence holders to make changes to personal details and submit maintenance applications.  You will be able to do the following:

  • view and change your details such as phone number, home address, email address and password
  • report a key event and submit notifications
  • download a copy of your personal licence
  • surrender your personal licence
  • maintain your personal licence.

Personal eServices is no longer available from 26 November 2019. This means you will not be able to sign in to that service.

How to access the new service

You will have received an email from us telling you how to access the new service.  Follow the instructions in the email.

If you did not receive an email, follow these steps;

  • go to the Manage your personal licence service
  • use the forgot password process by entering your email address
  • you will receive an email to set your password.

Knowing when your maintenance is due

We will email you when your maintenance is due, and you will have 30 days to submit and pay for your application via the Manage your personal licence service.

The email will be sent to the email address we have on your account.  You can change this in the Manage your personal licence service.

If you cannot access the service, follow these steps;

  • go to the Manage your personal licence service
  • use the forgot password process by entering your email address
  • you will receive an email to set your password

If you no longer have access to your registered email then contact mypl@gamblingcommission.gov.uk.  Include your licence number and full name, and someone will contact you to update your details.

What to do if your maintenance is due now

If you had started but did not submit your application in the old service, you will need to start your application again in the new Manage your personal licence service.  Any applications submitted in the old service will be processed and you will be contacted if we need any further information.

If you have received a revocation letter then follow the instructions in this letter, as failure to submit and pay for your maintenance application will result in your licence being revoked.

If you have not had any contact from us, you can submit and pay for your application via the Manage your personal licence service.

Payment for maintenance

The fee for a maintenance application is:

  • £145 for a personal functional licence
  • £370 for a personal management licence

Payment for maintenance applications submitted via the new Manage your personal licence service can only be made via Debit or Credit card.  We will no longer accept payment via BACS directly into the Commission’s back account.

Understanding the maintenance process

The webpage Personal licence maintenance gives further information on the maintenance process and what to expect during the process.

What happens now

eServices for personal licence holders is no longer available from 26 November 2019.  This means you will not be able to log into that service.

If you received, completed and submitted your maintenance application and paid the fee, your application will be dealt with in the usual way.  A member of the Licensing team will be in contact to progress your application.

If you had started your maintenance application but had not submitted it, you will need to register for the new Manage your personal licence service and start your application again. Any information that you previously entered in the old service will not be recoverable.

If you have received a maintenance pack but had not started the application, please use the new Manage your personal licence service.

If you have received a revocation letter.  Please follow the instructions in this letter carefully.  If you do not respond and you still need your licence, your licence will be revoked.

Being kept up to date on the progress of your maintenance application

After submitting your maintenance application, you will receive regular updates on the progress of your application.  We will contact you if we need further information.

We will let you know the outcome of your maintenance application once it has been processed.

If you do not submit your maintenance application

If you do not submit your maintenance application within 30 days of being notified that it is due, then you will be sent a notice of revocation of your licence.  You will then have 28 days to submit your application but if you still do not submit, then your licence will be revoked.

Once your licence has been revoked, you will no longer be licensed and will be unable to work in the gambling industry in a role that requires a personal licence.

If you no longer need your licence

You can surrender your licence via the Manage your personal licence service.  This can be done at any time; you do not need to wait for your maintenance to be due.

If you have any questions about this information, contact us via mypl@gamblingcommission.gov.uk.