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If you want to complain about the National Lottery, there are specific steps you need to take.
Published: 23 September 2020
Last updated: 8 August 2023
This version was printed or saved on: 1 December 2023
Online version: https://www.gamblingcommission.gov.uk/public-and-players/guide/complain-about-the-national-lottery
Overview: If you are unhappy with any aspect of the National Lottery you should complain directly to Camelot, the company which runs the National Lottery.
You can submit your complaint by phone, email or in writing.
0370 737 3983
0370 737 8249 if you're deaf or have a hearing impairment and are using Minicom equipment.
Camelot aim to respond to complaints by email within 24 hours and complaints by post within 5 working days.
When the investigation is complete, Camelot will tell you the result of your complaint and what happens next.
If you are not satisfied with the result you can escalate your complaint to Camelot's managers or senior managers.
If you have been through the full complaints procedure with Camelot, 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, Camelot will no longer be able to speak to you about your complaint.
You have up to 12 months from finishing Camelot’s complaints process to take your dispute to CEDR.
We regulate the National Lottery and deal with complaints about the way the lottery is being run.
Contact us if:
Player complaints help us check Camelot is following the rules when running the lottery. It also means that we take action if they are not following these rules. This is why we value every contact that we receive.
If we received information highlighting areas of concern, our enforcement team will investigate. They will look at any potential breaches in the licence and decide if we need to take further action.
You can find details of breaches and action we’ve taken on our website. If there was no breach, we may still publish details of our investigation if we think the public should be aware.
You can make a complaint with us in one of the following ways:
Complete our online form to submit a complaint online.
0121 230 6666