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The findings of a new Gambling Commission review identify a clear need for both gambling businesses and alternative dispute resolution (ADR) providers to improve the way they handle consumer disputes.

The review of complaints processes in the gambling industry sets out what the Commission will be focusing on as it develops proposals across 2017, whilst also calling for views from the industry and public.

Chief executive, Sarah Harrison said: “Our findings present a strong case for the gambling industry to take swift action to ensure the way in which customer disputes are dealt with is fit for purpose, and importantly, places consumers first.

“What we want to see is an industry that values and seeks out feedback from customers. That swiftly and effectively resolves customer complaints. And that uses the learning from those customers to raise its standards and deliver ever higher levels of customer service.

“Over the coming months we will be working closely with gambling operators, ADR providers, trade associations, consumers and their representatives. We will also be looking at complaints processes in other sectors where redress arrangements may be working better. But most importantly, we are also welcoming views on the proposals from consumers directly.”

Consumers and other stakeholders can share their thoughts by emailing consumers@gamblingcommission.gov.uk.

Notes to editors 

  1. More information about how we regulate the gambling industry.
  2. Useful statistics on the gambling industry
  3. Journalists can contact our press office on 0121 230 6700 or email: communications@gamblingcommission.gov.uk


Posted on 29 March 2017