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Consolidation of operator complaints and disputes data October 2019 – September 2020

The purpose of this report is to look at all operator complaints and disputes received by the Gambling Commission and analyse key issues, themes and trends

Gambling Commission, Contact Centre Complaints

Of all enquiries received by our Contact Centre during the 2019-20 reporting period, 42.2% were regarding Consumer Complaints. In total, 9,342 consumer complaints were received by the contact centre in 2019-20, a decrease of 270 (2.8% decrease) compared to the previous year.

The main complaint type received was Customer Service Issues (2,018), followed by Non-payment - all other (1,577), although when all Non-Payment complaint sub-types are combined, this becomes the greatest complaint area (3,259).

Combining all Social Responsibility sub-types, also shows a much larger proportion of complaints, with 2,160 during 2019-20.

Combining the Non-Payment, Social Responsibility and Customer Service Issues complaint types accounts for 79.6% of all consumer complaints received in 2019-20, a slight increase from 79.3% during the previous year.

Graph 2 - Percentage of complaint sub-type received by Contact Centre

Data from graph

Type 2019-20 2018-19 2017-18
Non-payment - insolvency 0.6% 0.1% 0.1%
ID Request - Prevented from Gambling 1.1% 0.6% 0.0%
National Lottery 2.2% 1.6% 0.5%
M&A 2.0% 2.1% 2.9%
Unfair RNG 2.8% 4.0% 3.9%
Terms & Conditions 3.3% 4.6% 6.2%
SR – GAMSTOP 3.5% 4.1% 0.7%
SR – Self Exclusion 7.3% 9.4% 13.5%
Non-payment – ID request issue 7.9% 10.8% 13.4%
Illegal activity 9.0% 7.9% 7.3%
Non-Payment - Additional Verification 9.5% 3.2% 0.0%
SR – all other 12.4% 12.3% 10.0%
Non-payment – all other 16.9% 14.5% 12.3%
Customer Service issue 21.6% 24.7% 29.1%
Next section
Gambling Commission, Regulatory Return Complaints
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