Complaints

Around 70% of UK adults play National Lottery games and we want all our players to be happy with our service.

But we know that sometimes things can go wrong, so if there's a problem, please contact us.

Email

You can email us at:

complaints@national-lottery.co.uk

We aim to respond to email complaints within 24 hours.

Post

Please write to us at:

Customer Operations,
The National Lottery,
PO Box 251,
Watford,
WD18 9BR

We aim to respond within 5 working days of receiving your letter.

Phone

Please call us on:

0370 737 3983

For the hard of hearing using Minicom equipment, please call 0370 737 8 249.

Online players:

Please call the number above and select option 1.

8am – 8pm Monday to Saturday

9am – 5pm Sunday

Retail players:

Please call the number above and select option 2.

9am – 8pm 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.)

What happens next?

Once we've responded to your complaint, if you're not satisfied with the outcome, you can ask for your complaint to be reviewed by a Senior Manager. 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.

You can contact the National Lottery’s regulator, the Gambling Commission, at:

Consumer Protection
Gambling Commission
4th Floor
Victoria Square House
Victoria Square
Birmingham
B2 4BP

Telephone: 0121 230 6666

Email: consumerprotection@gamblingcommission.gov.uk

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