Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.

If you are a gambling operator please read our Frequently Asked Questions for gambling businesses.
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From 1 August, gambling consumers will be able to use Resolver, the online support tool, to make complaints related to gambling. 

Resolver is a free, independent tool for consumers. It provides information about the issue the consumer wants to complain about, and support to help the consumer write emails and letters of complaint.

Resolver is not an intermediary, and doesn’t act on the consumer’s behalf – but it does help the consumer to make their complaint in a structured way, and to make informed choices about what actions to take.

This can help businesses to deal with complaints more efficiently when they receive them, and manages customer expectations about their complaint issue. 

Resolver also helps the consumer to store all the complaint information in one place, and acts as an email service. This means the consumer’s complaint will be sent from a Resolver email address, rather than the customer’s usual email address. We expect operators to accept complaints customers send via a Resolver email address just as they would from other email services. 

The Gambling Commission has worked with the team at Resolver to help develop the information that Resolver uses about gambling, though Resolver remains entirely independent of us. 

You can find out more about Resolver from the Resolver website. Gambling operators might find the Resolver frequently asked questions section particularly relevant.    

Notes to editors 

  1. More information about how we regulate the gambling industry.
  2. Useful statistics on the gambling industry.  

Journalists can contact our press office on 0121 230 6700 or email: communications@gamblingcommission.gov.uk

Posted on 24 July 2017