Complaints and concerns
For information about how to raise an issue about which you have concerns, please see below.
If I need to raise a complaint or concern about GambleAware’s activities, what do I do?
GambleAware is 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.
As an employer, internal complaints will usually be more effectively handled through the Grievance or Whistleblowing Procedures.
GambleAware's full Complaints Procedure can be viewed here.
If you are not happy with how GambleAware deals with your complaint, please follow the Government’s advice on the relevant authority to contact which can be found here.
If I am concerned about my own gambling or of someone close to me, what do I do?
You can visit the following for free and confidential advice:
- National Gambling Helpline on Freephone 0808 8020 133.
- Alternatively, you can chat online with an adviser.
The National Gambling Helpline can also make referrals to the National Gambling Treatment Service and also give advice about self-exclusion and software to block gambling sites, and about financial services to limit spending on gambling.
If I am concerned about the treatment being provided to myself or to someone else, what do I do?
In the first instance, please raise the issue with the organisation which is providing the treatment. If you feel unable to do so, and the treatment is funded by GambleAware, please contact GambleAware by e-mailing 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 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.
If I have a concern about a gambling business, what do I do?
For information on how to make a complaint about a gambling business, please follow the advice from the Gambling Commission here.