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
3 Protection of children and other vulnerable persons

3.4.1 - Customer interaction

Applies to:

All licences, except non-remote lottery, gaming machine technical, gambling software and host licences

Social responsibility code

Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator’s licence with a view to suspension, revocation or the imposition of a financial penalty and would also expose the operator to the risk of prosecution.

  1. Licensees must interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling. This must include:

    1. identifying customers who may be at risk of or experiencing harms associated with gambling.
    2. interacting with customers who may be at risk of or experiencing harms associated with gambling.
    3. understanding the impact of the interaction on the customer, and the effectiveness of the Licensee’s actions and approach.
  2. Licensees must take into account the Commission’s guidance on customer interaction.

Is this page useful?
Back to top