Cookies on the Gambling Commission website

The Gambling Commission website uses cookies to make the site work better for you. Some of these cookies are essential to how the site functions and others are optional. Optional cookies help us remember your settings, measure your use of the site and personalise how we communicate with you. Any data collected is anonymised and we do not set optional cookies unless you consent.

Set cookie preferences

You've accepted all cookies. You can change your cookie settings at any time.

Skip to main content

How to handle customer complaints

You must make sure your policies and procedures for accepting and handling complaints are fair, open and transparent.

Your procedures must give customers clear and accessible information on how to make a complaint.

They must also include:

  • the timescales you will take to respond
  • information about how the customer can escalate the complaint, if they are not satisfied.

You must have arrangements in place for your customers to be able to refer any dispute to an ADR provider if you have been unable to resolve the dispute within 8 weeks of receiving it.

You must also take account of any applicable learning or guidance that we publish and change your policies and procedures as necessary.

Previous page
Handling complaints and Alternate Dispute Resolution (ADR)
Next page
Developing complaints handling policies
Is this page useful?
Back to top