Guidance

Consumer Perceptions of the Complaints Process

Consumer Perceptions of the Complaints Process

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Published
21 October 2021

Last updated
30 April 2026 - Changes

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Contents

• Consumer Perceptions of the Complaints Process

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• Key facts
• Introduction/About the Online Survey
• Scenario 1
• Scenario 2
• How consumers would use money if they received a refund
• Appendix – Survey Questions

3.2 - General considerations for ethical approval in gambling research

Contents

1. 3.2.1 - Informed consent Details on participants giving informed consent as part of the Gambling Commission's Research Governance Framework.
2. 3.2.2 - Working with children and young people Details on working with children and young people as part of the Gambling Commission's Research Governance Framework.
3. 3.2.3 - Appropriate use of incentives or rewards Details on appropriate use of incentives and rewards as part of the Gambling Commission's Research Governance Framework.
4. 3.2.4 - Safeguarding and gambling harm Details on safeguarding and gambling harm as part of the Gambling Commission's Research Governance Framework.

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Last updated: 30 April 2026

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