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Complaints and concerns

How do I raise a complaint or concern about GambleAware’s activities, or commissioned treatment services? 

We are an independent charity whose trustees are responsible to the Charity Commission. If you have concerns about the ways in which GambleAware is conducting its business, please e-mail info@gambleaware.org with as much information as possible to allow us to investigate. 

GambleAware will ensure that those who raise concerns, issues and suspicions about its commissioning role or about the activity of GambleAware staff members and representatives can be confident that information will be treated with appropriate care, on a need-to-know basis, and acted upon appropriately. We will not disclose your identity without your consent unless there are legal reasons that require us to do so. 

As a commissioner of services, we will respond to complaints about how the commissioning role has been undertaken. There may be occasions where we may direct your complaint to the direct provider of the relevant services as this may be a more effective way to respond to your complaint. As a Commissioner, GambleAware may monitor the outcomes for certain complaints where to do so would inform quality reviews and enable lessons learned across the sector.

GambleAware does not usually get involved in individual complaints about providers but if you wish to bring a more general issue around the quality of provider complaint handling or matters you consider we should be aware of as Commissioner of their services, then we would be happy to hear from you at info@gambleaware.org. 

GambleAware considers that timely and empathetic complaint handling is an essential requirement within all the services it commissions and it closely monitors this aspect to ensure quality and continuing improvements. 

View GambleAware's full complaints procedure 

If you are not happy with how GambleAware deals with your complaint, please follow the Government’s advice on the relevant authority to contact. 

If you would like to complain about a GambleAware commissioned treatment or service, in the first instance, please raise the issue with the organisation which is providing the treatment. If you feel unable to do so, please contact GambleAware by e-mailing info@gambleaware.org with as much information as possible to allow us to investigate. 

How do I raise a complaint about a gambling company? 

For information on how to make a complaint about a gambling company, please follow the advice from the Gambling Commission.