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Report

Consolidation of operator complaints and disputes data October 2019 – September 2020

The purpose of this report is to look at all operator complaints and disputes received by the Gambling Commission and analyse key issues, themes and trends

Published
21 October 2021

Last updated
20 October 2021 - Changes

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Contents

Recommendation

To enable more robust reporting of the complaints landscape in the future, we recommend work to standardise the complaints categories across all organisations.
This would allow a more comprehensive analysis of the complaints being raised by consumers and would also show if certain complaint types were more likely to be escalated to an ADR.

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Appendix 1 - consolidation of operator complaints and disputes data October 2019 – September 2020
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