Complaints procedure

Your feedback is important to us

At The National Lottery, we always aim to provide the highest possible standards of service. If you feel at any time that the service you have received is below the expected level, then we would like to hear from you. Please find details of our complaints procedure below:

You can contact Camelot UK Lotteries Ltd, the National Lottery provider, directly through the following channels:

By email

complaints@national-lottery.co.uk - we aim to respond to complaints within eight hours, with the exception of those received between the hours of 11pm and 8am, seven days a week.

By post

Customer OperationsThe National Lottery PO Box 251 Watford WD18 9BR

We aim to respond to written complaints within five working days of receipt.

By telephone

If you play via this website: 0845 278 8000 Mon - Sun 8am to 11pm
If you play at a National Lottery retailer: 0845 910 0000 Tue, Wed, Fri, Sat 9am to 11pm
Sun 9am to 3pm
All other days 9am to 5:30pm

In the unlikely event that you feel your complaint has not been resolved to your satisfaction, you can request that it be escalated to a Senior Manager for review.

If, after this review, you're still not satisfied with the outcome, you can then direct your complaint to the regulator of the National Lottery, the Gambling Commission.

The Commission will consider your complaint and can review the service Camelot has provided to you. However, it is unable to rule on disputed prizes, pay compensation or provide legal advice. The contact details of the Commission are as follows:

Consumer ProtectionGambling Commission4th FloorVictoria Square HouseVictoria SquareBirminghamB2 4BPTelephone: 0121 230 6666Email: consumerprotection@gamblingcommission.gov.uk