Report

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

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Published
21 October 2021

Last updated
20 October 2021 - Changes

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Contents

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

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• Executive Summary
• Recommendation
• Appendix 1
• - Gambling Commission, Contact Centre Complaints
• - Gambling Commission, Regulatory Return Complaints
• - Resolver
• - Alternative Dispute Resolution (ADR)
• Appendix 2 - Data source description
• Appendix 3

Recommendation

To enable more robust reporting of the complaints landscape in the future, we recommend work to standardise the complaints categories across all organisations.
This would allow a more comprehensive analysis of the complaints being raised by consumers and would also show if certain complaint types were more likely to be escalated to an ADR.

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Executive Summary - Consolidation of operator complaints and disputes data October 2019 – September 2020 Next section
Appendix 1 - consolidation of operator complaints and disputes data October 2019 – September 2020

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Last updated: 20 October 2021

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