The Commission treats complaints about gambling transactions (the outcome of a bet, the performance of a gaming machine or the failure to pay monies, etc) differently to a complaint about a licensed operator in Great Britain who has not complied with the regulatory regime, or a person who provides unlicensed (illegal) facilities for gambling in Great Britain.
- A complaint about a gambling transaction should, in the first instance, be directed to the operator concerned. (How do I complain about a gambling transaction?)
- A complaint about an operator or other person who has allegedly breached the law or the regulatory regime should be directed to the Commission. (How do I complain about alleged illegal activity?)
- A complaint about a gambling advertisement should generally be directed to the Advertising Standards Agency. (How do I complain about a gambling advertisement?)
- A complaint about the Commission or one of its employees should be directed to the Commission. (How do I complain about the Gambling Commission or its employees?)
Complaints guidance
All complaints received by the Commission are recorded and used to provide supplementary information and intelligence to:
- help identify those UK licensed operators who may not be operating in accordance with the terms of their operating licence and the wider regulatory regime
- identify persons who are in breach of the Gambling Act and related legislation (including illegal operators).
In the case of a licensed operator the Commission will consider further investigation if the complaint relates to:
- a breach of licensing conditions
- a breach of codes of practice
- wider concerns about the way in which an operator is working.
Please note:
- the Commission will acknowledge your complaint within three working days
- the Commission’s resources are limited and we cannot therefore investigate every complaint about an operator or illegal activity
- if an investigation is considered appropriate, you will not automatically be updated on progress, particularly if this involves disclosure of interaction between the Commission and an operator
- the Commission does not provide advice to individual consumers.
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