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Guidance

Consumer Perceptions of the Complaints Process

Consumer Perceptions of the Complaints Process

Appendix – Survey Questions

Ask all who have gambled through any mode in the past 12 months in Q1 - Past 7 days, past 4 weeks or past 12 months.

We would now like you to think about the idea of complaining to a gambling company, using the following scenario:

Imagine you’ve been gambling online for several hours. You lost track of time and spent more money than you planned. The gambling company did not contact you or check you were ok.

QComplaintOp1 - With the previous scenario in mind, to what extent do you agree or disagree with the following statements?:

  • I would make a complaint to the gambling company in this situation
  • I don’t think the gambling company would take my complaint seriously
  • I would prefer to complain to an independent body, rather than directly to the gambling company
  • I expect the experience of making a complaint to have a satisfactory outcome
  • I would expect my money to be refunded if my complaint was upheld
  • If I received a positive outcome from the complaint, it would give me the confidence to make a complaint again in future if I had a problem
  • If I received a refund, I would use the money to gamble again
  1. Strongly agree
  2. Slightly agree
  3. Neither agree nor disagree
  4. Slightly disagree
  5. Strongly disagree
  6. Don’t know

Ask if QComplaintOp1 was answered with options 1,2,4,5 to ‘I would make a complaint to the gambling company in this situation’

QComplaintOpen1. You stated that you strongly/slightly agree/slightly disagree/strongly disagree that you would make a complaint to the gambling company in this situation. Please explain why you feel this way? In your response you could include what concerns you might have about making a complaint about this scenario, or what you think the benefits might be.

Ask all who have gambled through any mode in the past 12 months in Q1 - Past 7 days, past 4 weeks or past 12 months

We would now like you to think about the idea of complaining to a gambling company, using the following scenario:

Imagine you’ve placed a bet on a football match. You think the bet should have been a winner, but after 24 hours the winnings have not appeared in your account. There is no explanation as to why.  

QComplaintOp2. With the previous scenario in mind, to what extent do you agree or disagree with the following statements:

  • I would make a complaint to the gambling company in this situation
  • I don’t think the gambling company would take my complaint seriously
  • I would prefer to complain to an independent body, rather than directly to the gambling company
  • I expect the experience of making a complaint to have a satisfactory outcome
  • I would expect my money to be refunded if my complaint was upheld
  • If I received a positive outcome from the complaint, it would give me the confidence to make a complaint again in future if I had a problem
  • If I received a refund, I would use the money to gamble again
  1. Strongly agree
  2. Slightly agree
  3. Neither agree nor disagree
  4. Slightly disagree
  5. Strongly disagree
  6. Don’t know

Ask if QComplaintOp2 was answered with option 1,2,4,5 to ‘I would make a complaint to the gambling company in this situation’

QComplaintOpen2 You stated that you strongly/slightly agree/slightly disagree/strongly disagree that you would make a complaint to the gambling company in this situation. Please explain why you feel this way? In your response you could include what concerns you might have about making a complaint about this scenario, or what you think the benefits might be.

The question order was counterbalanced so that approximately half of respondents received QComplaintOp1 first, and the other half received QComplaintOp2 first. This was to remove order effects that may have otherwise occurred.

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Consumer Perceptions of the Complaints Process: How consumers would use money if they received a refund
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