Guidance

Complaints and disputes: procedural, information provision and reporting requirements

Guidance to licensees’ on policies, procedures and controls for handling customer complaints.

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Published
1 December 2020

Last updated
22 July 2021 - Changes

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Contents

• Complaints and disputes: procedural, information provision and reporting requirements

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• 1 - The purpose of this guidance
• 2 - Defining complaints and disputes
• 3 - Complaints handling requirements
• 4 - Time limits and escalation of complaints
• 5 - ADR requirements
• 6 - Information to customers
• 7 - Information we require

m) Segmental reporting

During the year the Commission's Board as 'Chief Operating Decision Maker' has determined that the Commission operated in three distinct material segments:

• to regulate commercial gambling
• to regulate the current National Lottery
• to commission the 4th National Lottery.

All three segments fall within one main geographical segment, Great Britain.

The Commission has distinct sources of income for the three segments:

• licence fees for gambling regulation
• grant-in-aid for National Lottery regulation
• National Lottery Commissioning.

The segmental reporting format in note 2 reflects the Commission's management and internal reporting structure.

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Last updated: 22 July 2021

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