How to make a complaint

What if I want to complain about the National Lottery?

If you are dissatisfied with any aspect of the National Lottery, you should, in the first instance complain directly to Camelot, the National Lottery operator:

Customer Operations
The National Lottery
PO Box 251
Watford
WD18 9BR
National Lottery Line 0845 910 00 00
complaints@national-lottery.co.uk

If you do not receive a satisfactory response then you can ask to escalate the complaint within Camelot, firstly to a manager and then to a senior manager, if necessary.  If you remain dissatisfied by Camelot’s response, please contact our Consumer Protection team, who will review your case:

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

Tel: 0845 7125596 (calls charged at local rates, calls from mobiles may vary).
consumerprotection@natlotcomm.gov.uk

We will investigate and let you know the outcome of your complaint within 20 working days. If we cannot investigate your complaint fully within that time, we will let you know and keep you informed of progress. Please note that the Commission will only review a complaint once Camelot’s internal complaints procedures have been followed.

What if I want to complain about the National Lottery Commission?

The Commission is committed to providing a high quality and efficient service to players and members of the public. If you are unhappy with the service you have received from us, for instance in relation to a complaint about the National Lottery that we have investigated on your behalf, you can write to:

Christine Belai
Head of National Lottery Licensing and Enforcement
National Lottery Commission
4th Floor
Victoria Square House
Victoria Square
Birmingham
B2 4BP
Email: consumerprotection@natlotcomm.gov.uk

Please clearly mark your correspondence for the attention of Christine Belai and make clear that it is a complaint.

We will investigate and let you know the outcome of your complaint within 20 working days. If we cannot investigate your complaint fully within that time, we will let you know and keep you informed of progress.

What if I’m not happy with how the Commission has handled my complaint?

We hope that all complaints can be dealt with satisfactorily by the Commission. However, if you remain dissatisfied, you can seek advice from the Parliamentary Ombudsman who carries out independent investigations into complaints about public bodies:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033
Website: http://www.ombudsman.org.uk
Email: phso.enquiries@ombudsman.org.uk

Related Links

• Protecting Players

  Protecting players is central to all that we do. Here are some of the important things we do to protect players .

• Useful links

  Useful links to other organisations involved in the National Lottery and regulation.