Consumer perceptions of the complaints process based upon two gambling scenarios

The Gambling Commission collects in depth data from online gamblers about their online gambling behaviour via a quarterly online tracker, conducted by Yonder as part of their online omnibus. Data is collected on c.8,000 adults aged 18+ in Great Britain per year. Consumers were asked to answer questions based on different scenarios. Here are the results:

• Consumers appear to be more certain that they’d make a complaint in a scenario where there is a failure to payout, compared to gambling more than they could afford to lose.
• Most respondents felt that it was their own choice to gamble, and therefore their own responsibility to monitor time and money spent gambling – hence they wouldn’t make a complaint in this situation.

• Across both scenarios, consumers have concerns around how their complaint would be received, with over half (54%) of gamblers agreeing that they think the gambling company wouldn’t take their complaint seriously if they had spent more time and money than planned. This compares to 27% in the scenario where there is a failure to payout.

• The proportion of consumers stating that they’d use the money to gamble again is similar across both scenarios, with 20% agreeing with the statement in each scenario. Problem gamblers are most likely to agree to this statement, with over 50% doing so in each scenario.

• Click here for full details on the Gambling Commission website.