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  2. Public and players
  3. Complaints

How to complain

First of all you should complain directly to the gambling business. Follow the complaints process when you submit your complaint.

The complaints process

  1. Check terms and conditions

    Check any terms and conditions that are linked to your account or your gambling transaction.

  2. Contact the business

    You can find how to contact them and view their complaints procedure on their website.

    You can also complain in person and ask for a copy of the complaints policy at the premises. For example the betting shop, arcade, bingo hall or casino.

    You can also use the free online tool Resolver that gives advice to customers and can help you with submitting a complaint.

    Use Resolver opens in a new tab

  3. Follow their complaints policy

    Tell the business all the information about your complaint, including dates, times and amounts of money.

    Share any evidence you have to support your complaint. Make sure you keep a copy of everything that you tell them.

  4. Wait for the response

    The business has 8 weeks to resolve your complaint from when they receive it. When the investigation is complete, they will tell you the result of your complaint and what happens next.

    This includes what to do if you are not satisfied with the result (which might be to take it to someone higher in the business).

  5. If you're not happy with the outcome

    You may be able to escalate your complaint to an Alternative Dispute Resolution (ADR) provider.

    You can't take your complaint to an ADR without first going through the business' complaint process.

Taking your complaint to an alternative dispute resolution (ADR) provider

If you're not satisfied with the result, after the 8 weeks you can take your complaint to an alternative dispute resolution (ADR) provider. An ADR is a free, independent service.

You must have gone through the gambling business’ own complaints process before you can use an ADR. They look at the information from you and the gambling business to settle your complaint.

The gambling business should be able to tell you which ADR provider to use, and give you their contact details. They may also give you a letter to confirm that you can take your complaint to an ADR.

If you use Resolver to submit your complaint

As Resolver is an independent company, the Gambling Commission isn't involved in how Resolver’s services work.

It is important to note that it is not mandatory for gambling businesses to have the Resolver tool in place, and as such not all gambling businesses will accept Resolver.

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Complain about a gambling business

Last updated: 2 August 2021

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