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Complaints handled by CEDR

Request date
1 July 2025

Outcome
Full disclosure

Document actions
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Request

  1. The total number of complaints handled by CEDR on behalf of the National Lottery.
  2. The total amount paid to CEDR under any contract for dispute resolution services provided to the National Lottery operator (e.g., Allwyn).

Response

Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).

In your email you have requested:

  1. The total number of complaints handled by CEDR on behalf of the National Lottery.
  2. The total amount paid to CEDR under any contract for dispute resolution services provided to the National Lottery operator (e.g., Allwyn).

Please find attached the response regarding the total number of complaints handled by CEDR on behalf of the National Lottery, and the respective amounts paid to CEDR for dispute resolution services for the financial years 2021/22 - 2024.

It should be noted that the reporting changed to a calendar year basis when Allwyn became the operator of the National Lottery. We do not hold information on the amounts paid to CEDR under the Fourth Licence (2024).

Review of the decision

If you are unhappy with the service you have received in relation to your Freedom of Information request you are entitled to an internal review of our decision. You should write to FOI Team, Gambling Commission, 4th floor, Victoria Square House, Victoria Square, Birmingham, B2 4BP or by reply to this email. 

Please note, internal review requests should be made within 40 working days of the initial response. Requests made outside this timeframe will not be processed.

If you are not content with the outcome of our review, you may then apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have already exhausted the review procedure provided by the Gambling Commission. 

It should be noted that if you wish to raise a complaint with the ICO about the Commission’s handling of your request for information, then you are required to do so within six weeks of receiving your final response or last substantive contact with us.

The ICO can be contacted at: The Information Commissioner’s Office (opens in new tab), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Information Management Team
Gambling Commission

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