Consumer perceptions of the complaints process

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.