Cookies on the Gambling Commission website

The Gambling Commission website uses cookies to make the site work better for you. Some of these cookies are essential to how the site functions and others are optional. Optional cookies help us remember your settings, measure your use of the site and personalise how we communicate with you. Any data collected is anonymised and we do not set optional cookies unless you consent.

Set cookie preferences

You've accepted all cookies. You can change your cookie settings at any time.

Skip to main content
  1. Home
  2. About us
  3. Corporate Governance Framework

Policy

Corporate Governance Framework

Our corporate governance framework sets out the necessary responsibilities and procedures that guarantee we operate properly.

Published
29 October 2021

Last updated
15 January 2026 - Changes

Document actions
Print or save (opens in new tab)

  1. Contents
  2. Appendix 5 – Complaints policy

Appendix 5 – Complaints policy

Contents

  1. What is a complaint? Explains what a complaint is and what the policy covers
  2. How to make a complaint about the Gambling Commission The different ways you can make a complaint about the Gambling Commission
  3. How we will deal with your complaint Our 2-stage approach to dealing with your complaint
  4. Independent Review What to do if you are not happy with the response to your complaint after stage 2
  5. Time limits Explains the time limits for making a formal complaint
  6. Remedies What we will do to make things right
  7. Principles of good complaint handling The 6 principles of good complaint handling
  8. Other procedures Explains what else may happen from your complaint
  9. Roles, responsibilities and reporting The roles and responsibilities for complaint handling
Previous section
Appendix 4 – Speak Up (Whistleblowing) policy Next section
Appendix 6 – Delegation of licensing and regulatory decisions in respect of gambling
Is this page useful?
Back to top