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Guidance

Guidance to licensing authorities

The Gambling Commission's guidance for licensing authorities.

Published
1 April 2021

Last updated
30 June 2025 - Changes

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Contents

Operational information

Group Question Guidance
Account and registrations Funds held in customer accounts Record the total funds held in customer accounts on the last day of the reporting period covered by the regulatory return, for GB customers only.
Account and registrations Total number of active accounts for Gambling Commission licensed activities Record the total number of accounts that have been used by customers to gamble on Commission licensed activities in the 3 month period covered by the regulatory return, for GB customers only. Do not include suspended or dormant accounts.
Account and registrations Number of new registrations Record the number of new account registrations made in the 3 month period covered by the regulatory return, for GB customers only.
Operational events Complaints logged by the operator (GB) Record the number of complaints that you have logged within the period covered by the regulatory return, for GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the broadcasting of sports events) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational events Of which, disputes referred to Alternative Dispute Resolution (ADR) entity (GB) Disputes are complaints made about the customer's gambling transaction and have not been resolved at the first stage of the operator's complaints procedure.
Record the number of complaints that you are aware have been referred to an ADR within the reporting period, for GB customers only.
Operational events Self-exclusions made during the period (GB) Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational events Known breaches of self-exclusion (GB) Record the number of times you know a player has breached (or attempted to breach) their self-exclusion, for GB customers only. A player breaches their self-exclusion when they attempt to gamble or actually gamble. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational events People who have gambled were unable to verify their age (GB) Record the number of people who, having gambled, were unable to prove they were 18 when challenged, for GB customers only. For the purposes of the regulatory return, a person has gambled once they have set up and credited an online gambling account and allocated funds to gamble. A person is unable to prove they are 18 if they either provide identification which shows them to be underage, or do not provide any when challenged. Do not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 or over.
Operational events Incidents logged in customer interaction log (GB) Record the total number of incidents logged for the period relating to the regulatory return, for GB customers only. Licensees must interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling. This must include identifying and interacting with customers who may be at risk of or experiencing harms associated with gambling. A customer interaction is initiated by the operator, and is prompted by indicators of gambling harm risks. You should keep records of all customer interactions. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate gambling harm. Do not include general customer service communications, marketing, or requests for information for AML purposes. Please find a link to the Commission’s Customer Interaction guidance for remote operators.
Operational events Individuals in interaction (GB) You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return.
Operational events Restrictions made on individual products (GB) Record the number of customers who have opted to block access to some, but not all gambling products during the reporting period, for GB customers only. For example, a customer may block access to casino games but wishes to continue placing sports bets. Do not include self-exclusions. If the operator does not offer the option to exclude by product, leave this section blank.
Operational events Timeouts (GB) Record the number of customers who have used timeouts (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for GB customers only. Do not include self-exclusions.
Operational events Time and money limits (GB) Record the number of times that customers have set time or money limits in the period relating to the regulatory return by GB customers only. One player setting 3 limits in the reporting period or 3 players each setting one limit should both be recorded as 3. Do not record the removal of a limit or customers setting ‘no limit’.
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