UKGC: 3,400+ Safer Gambling Complaints in 3 Years
FOI data shows a consistent volume of consumer complaints regarding operator harm prevention failures, while clarifying data protection reporting channels.
A Freedom of Information request reveals the UK Gambling Commission received over 3,400 safer gambling complaints in three years. The data highlights ongoing consumer concerns about harm prevention, while also clarifying that the regulator directs data protection issues to the ICO.
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A Freedom of Information (FOI) request has revealed that the UK Gambling Commission (UKGC) received more than 3,400 complaints concerning safer gambling failures by licensed operators over the last three financial years.
The data, released following a request dated 1 July 2025, provides a clear measure of consumer-reported issues related to harm prevention measures in the licensed UK market.
Why This Data Matters
Safer gambling complaints are a critical indicator of how well operators are meeting their licence conditions to protect vulnerable customers. These complaints can include failures in self-exclusion systems, inadequate customer interaction for those showing signs of problem gambling, or breaches of other gambling harm prevention rules. For consumers, this data highlights the frequency of reported failings and underscores the importance of understanding an operator's record on player protection.
Breakdown of Safer Gambling Complaints
The figures provided by the UKGC show a consistently high volume of complaints, totalling 3,409 over the three-year period.
The annual breakdown is as follows:
- 2024-25: 1,077 complaints
- 2023-24: 1,197 complaints
- 2022-23: 1,135 complaints
The data shows that the number of complaints peaked in the 2023-24 financial year before seeing a slight decrease in the most recent period. However, the figures remain substantial, averaging over 1,100 complaints per year.
Data Protection Complaints Not Held by UKGC
The FOI request also sought the total number of complaints relating to data protection, data handling, or alleged data breaches by operators.
In its response, the Gambling Commission stated: "The Commission does not record this information." It clarified that its role does not extend to regulating data security and that it directs consumers with such complaints to the Information Commissioner's Office (ICO).
This is a crucial clarification for consumers. While the UKGC oversees all gambling-related activity, any concerns about how a gambling operator handles personal data fall under the regulatory scope of the ICO. Consumers who believe an operator has misused their data or experienced a data breach should file their complaint directly with the ICO, not the Gambling Commission.
Industry Significance
The sustained high number of safer gambling complaints indicates that consumer protection remains a significant area of concern within the industry. It reinforces the UKGC's focus on compliance and enforcement in this area.
For consumers, the disclosure serves two purposes. Firstly, it quantifies the scale of reported safer gambling issues, providing valuable context when choosing an operator. Secondly, it provides essential clarity on the correct regulatory channels, empowering individuals to direct complaints about gambling harm to the UKGC and data protection issues to the ICO, ensuring their concerns are addressed by the appropriate authority.