Complain about the National Lottery
If you are unhappy with any aspect of the National Lottery you should complain directly to Allwyn, the company which runs the National Lottery.
The National Lottery complaints process
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1. Follow Allwyn’s complaint procedure
Read the complaints information on the National Lottery’s website (opens in new tab).
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2. Contact Allwyn
You can submit your complaint by phone, email or in writing.
By phone
0370 737 3983
0370 737 8249 if you're deaf or have a hearing impairment and are using Minicom equipment.
By email
complaints@national-lottery.co.uk
In writing
Customer Operations
The National Lottery
PO Box 251
Watford
WD18 9BR
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3. Wait for the response
Allwyn aims to respond to complaints by email within 24 hours and complaints by post within 5 working days.
When the investigation is complete, Allwyn will tell you the result of your complaint and what happens next.
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4. If you're not happy with the outcome
If you are not satisfied with the result, you can escalate your complaint to Allwyn’s managers or senior managers.
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5. If you’ve escalated your complaint and are still not happy
If you have been through the full complaints procedure with Allwyn, you can complain to the National Lottery’s Alternative dispute resolution (ADR).
You will need to contact the Centre for Effective Dispute Resolution (CEDR). This free service is the ADR for the National Lottery.
Once you've referred your dispute to CEDR, Allwyn will no longer be able to speak to you about your complaint.
You have up to 12 months from finishing Allwyn’s complaints process to take your dispute to CEDR.
Complain to us about how the National Lottery is being run
Last updated: 17 February 2025
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