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


Assessment of online games design changes

Gambling Commission report focusing on research conducted into the impact of the online gambling games design changes.



The number of complaints about remote gambling businesses have remained static and no impact on online slots complaints can be discerned as complaints are not currently coded by product. This is a long-term outcome where it will be difficult to attribute changes.

One of the potential positive long-term outcomes of changes to online games design and other regulatory measures introduced by the Gambling Commission is an improved gambling environment with consumers having fewer grounds for complaint.

The total number of customer complaints to remote gambling businesses between October 2021 and September 2022 remained statistically stable (186,053 complaints, a slight decrease from 189,194 in 2020 to 2021). However, this complaints data is not product-specific and the number of complaints can also be impacted by access to the complaints process through reduced friction and a large number of other variables.

It is not possible to distinguish whether complaints are related solely to one product or issue, as they are often multi-faceted.

Previous section
Gambling within consumer means
Next section
Safer gambling measures
Is this page useful?
Back to top