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
  3. How we will deal with your complaint

How we will deal with your complaint

We use a 2-stage formal complaints process. Following review, a complaint will be categorised as upheld, partly upheld or not upheld.

Stage 1

We will acknowledge your complaint within 3 working days of receiving it. We will then review all the information we have about your complaint. It may be necessary for the person dealing with your complaint to contact you for further details or to clarify points within your complaint.

Any Commission employee can review a complaint at Stage 1. This will be someone who has not had previous involvement with the issues of the complaint, and where possible, is more senior than any staff involved in your complaint.

We will tell you of our findings within 10 working days, using your preferred method of contact. If it takes longer than this, we will inform you of progress, the reasons for any delay and when we will reply in full.

Stage 2

If you remain dissatisfied with the response received at Stage 1 you may escalate your complaint and ask for a review by a member of the Governance team (if your complaint relates to the Governance team it will be dealt with by a different team). This must be done within 28 days of the date of the Stage 1 reply. Please provide details of why you remain dissatisfied and outline:

  • which aspects of your complaint are still not resolved
  • how you think your complaint could be resolved.

The Commission will not consider any issues which were not previously raised in the Stage 1 complaint in a Stage 2 review.

We will acknowledge your Stage 2 complaint within 3 working days of receiving it. We will aim to reply to you within 20 working days. Where it is not possible to complete the investigation and provide a response within that timeframe, we will inform you of progress, the reasons for any delay and when we will reply in full.

Stage 2 is the end of the internal process for complaints against the Commission.

Previous section
How to make a complaint about the Gambling Commission Next section
Independent Review
Is this page useful?
Back to top