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  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

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  1. Contents
  2. Appendix 5 – Complaints policy
  3. What is a complaint?

What is a complaint?

This policy defines complaints as an expression of dissatisfaction with a service delivered by the Gambling Commission. This policy covers complaints about:

  • the standard of service you should expect from us
  • the behaviour of our staff in delivering that service
  • any action, or lack of action, by our staff or others engaged on Commission business.

This Complaints Policy is designed to respond to any failures in the service that we have given you. This does not cover, for example:

  • comments about our policies or policy decisions
  • matters that have already been fully investigated through this complaints process
  • issues that are in court or have already been heard by a court or tribunal
  • disagreement with decisions we have made where a statutory right of appeal exists
  • complaints about gambling businesses. You can read more about how to complain about a gambling business here.

If you are not sure if the Commission is able to consider your complaint, we will be happy to advise you. Correspondence which does not fall within the remit of this policy will be passed on to our Contact Centre for a response within our published service standards.

Next section
How to make a complaint about the Gambling Commission
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