UKGC Holds No Record of Language Service Spend

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A Freedom of Information (FOI) request has revealed that the UK Gambling Commission (UKGC) holds no records of any expenditure on translation, interpretation, or other language services for the financial years 2020/21, 2021/22, and 2022/23.

The response indicates a lack of dedicated spending on services designed to assist UK residents for whom English is not their first language, raising questions about the accessibility of the regulator's consumer protection functions.

Why This Matters

The UKGC is responsible for regulating gambling in Great Britain and ensuring it is fair, safe, and crime-free. A key part of this remit involves providing information and support to all consumers, particularly those who may be vulnerable or experiencing harm. In a multicultural society, language barriers can prevent individuals from understanding their rights, accessing safer gambling tools, or making formal complaints against operators.

Without investment in language services, non-native English speakers may face significant hurdles when interacting with the regulator or navigating the complexities of gambling licensing conditions and consumer protection resources.

The FOI Request in Detail

Submitted on 29 December 2023, the request asked the Gambling Commission to provide its total expenditure on "translation, interpretation, and language services" for the three financial years up to and including 2022/23. The request also asked for a breakdown of this spending by the specific function for which the service was used.

In its official response, the UKGC stated: "I can confirm that no information is held by the Gambling Commission falling within the scope of your request."

Under the Freedom of Information Act 2000, a response of "information not held" means that after a thorough search of its records, the public authority has found no documents or data matching the request. In this context, it strongly implies that no expenditure was recorded for these specific services during the specified period.

Implications for Consumer Protection

The absence of recorded spending on language services suggests that key UKGC communications, including public consultations, consumer advice, and the complaints process, may not be readily available in languages other than English. This could potentially isolate vulnerable consumers from essential support and regulatory oversight.

While the UKGC's website and official documents are published in English, there is no clear provision for multilingual support. This contrasts with other public bodies, such as the NHS and local councils, which often provide interpretation and translation to ensure their services are accessible to all residents.

For consumers, this lack of language support could create barriers to:

• Understanding Risks: Critical safer gambling messages may not reach communities that do not primarily speak English.
• Making Complaints: Individuals may struggle to articulate complex issues with a gambling operator in a formal complaint to the regulator.
• Accessing Information: Details on licensing, self-exclusion, or operator misconduct may be inaccessible.

The three-year period covered by the request was a critical time for the industry, encompassing the Covid-19 pandemic lockdowns and the lead-up to the government's Gambling Act Review White Paper. The finding that no language service spending was recorded during this period highlights a potential gap in the regulator's ability to engage with and protect every segment of the UK's diverse population.