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 email 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 phone

Please call us on:

0370 737 3983

Online players:

Please call the number above and select option 1.

8am - 11pm every day

Retail players:

Please call the number above and select option 2.

9am - 11pm on draw days (Tue, Wed, Fri and Sat)

9am - 5:30pm on Mon and Thu

9am - 3pm on Sun

(Calls from a BT line are charged at your calling plan's standard network rate. Mobile and other providers' charges may vary.)

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. We aim to respond to escalated complaints within 10 working days.

Camelot is the operator of the National Lottery and we are regulated by the Gambling Commission. If you feel that we have not dealt with your complaint properly or that we have not followed our own published complaints procedure, you can complain to the Gambling Commission about our failure to operate a proper complaints process.

The Gambling Commission is a regulator and not a complaint handling body and they will not investigate the facts of your complaint, nor will they alter the decision that we have made in our internal complaints process. The Commission reviews whether we have adhered to the terms of our operating licence. It does not investigate consumer complaints, rule on prize disputes, 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