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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


The total number of complaints received by Resolver for reporting period 2019-20 (October to September) was 9752, an increase of 1197 (14.0% increase) compared to the previous 12 months.

The main complaint type during 2019-20 was Accounts, this includes consumers being unable to withdraw funds or having their accounts closed. This complaint type has also seen the largest increase compared to the previous year (1105, a 36.7% increase).

Graph 6: Top 5 Complaint Types received by Resolver
Gambling complaint type includes issues with odds, interruption in play, cash-out, no description of rules.

Data from graph

Type 2017-18 2018-19 2019-20
Accounts 35.1% 35.2% 42.2%
Other (none of the previous) 22.4% 19.0% 17.3%
SR issues (new category) 13.4% 15.4% 12.4%
Customer Service 9.4% 10.3% 10.1%
Complaints procedure 6.7% 8.9% 9.5%

Of the 9,752 cases received by Resolver during 2019-20, 18.7% were escalated to an ADR, this was an increase from 14.8% during the same period the previous year. While both Resolver data and regulatory returns shows an increase in the number of cases escalated to an ADR, the percentage increase for Resolver was less than that reported in regulatory returns (3.9% compared with 7.1%).

During 2019-20, 1,821 cases were escalated and Accounts (37.9%) had the largest escalation rate, compared with Licensing (0.2%) which had the lowest. There is a similar trend for the previous year.

The average resolution time for a case logged with Resolver was 15.87 days during 2019-20, a decrease from 20.88 days in 2018-19.

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Gambling Commission, Regulatory Return Complaints
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Alternative Dispute Resolution (ADR)
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