Report
Raising Standards for consumers - Compliance and Enforcement report 2019 to 2020
The Gambling Commission's report on Compliance and Enforcement action 2019 to 2020. Archived: Report represents information and guidance valid at the time of publication.
Gambling Commission, Contact Centre Complaints
Of all enquiries received by our Contact Centre during the 2019-20 reporting period, 42.2% were regarding Consumer Complaints. In total, 9,342 consumer complaints were received by the contact centre in 2019-20, a decrease of 270 (2.8% decrease) compared to the previous year.
The main complaint type received was Customer Service Issues (2,018), followed by Non-payment - all other (1,577), although when all Non-Payment complaint sub-types are combined, this becomes the greatest complaint area (3,259).
Combining all Social Responsibility sub-types, also shows a much larger proportion of complaints, with 2,160 during 2019-20.
Combining the Non-Payment, Social Responsibility and Customer Service Issues complaint types accounts for 79.6% of all consumer complaints received in 2019-20, a slight increase from 79.3% during the previous year.
Data from graph
| Type | 2019-20 | 2018-19 | 2017-18 |
|---|---|---|---|
| Non-payment - insolvency | 0.6% | 0.1% | 0.1% |
| ID Request - Prevented from Gambling | 1.1% | 0.6% | 0.0% |
| National Lottery | 2.2% | 1.6% | 0.5% |
| M&A | 2.0% | 2.1% | 2.9% |
| Unfair RNG | 2.8% | 4.0% | 3.9% |
| Terms & Conditions | 3.3% | 4.6% | 6.2% |
| SR – GAMSTOP | 3.5% | 4.1% | 0.7% |
| SR – Self Exclusion | 7.3% | 9.4% | 13.5% |
| Non-payment – ID request issue | 7.9% | 10.8% | 13.4% |
| Illegal activity | 9.0% | 7.9% | 7.3% |
| Non-Payment - Additional Verification | 9.5% | 3.2% | 0.0% |
| SR – all other | 12.4% | 12.3% | 10.0% |
| Non-payment – all other | 16.9% | 14.5% | 12.3% |
| Customer Service issue | 21.6% | 24.7% | 29.1% |
Last updated: 20 October 2021
Show updates to this content
No changes to show.