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 or by Text: | 0845 278 8000 | Mon - Sun | 8am to 11pm |
| If your complaint relates to your Direct Debit | 0845 912 5000 | Mon - Fri | 9am to 5:30pm |
| 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 National Lottery Commission;
National Lottery Commission4th FloorVictoria Square HouseVictoria SquareBirmingham B2 4BPTelephone: 0121 230 6750Email: consumerprotection@natlotcomm.gov.uk