The Gambling Commission website uses cookies to make the site work better for you. Some of these cookies are essential to how the site functions and others are optional. Optional cookies help us remember your settings, measure your use of the site and personalise how we communicate with you. Any data collected is anonymised and we do not set optional cookies unless you consent.

Set cookie preferences

You've accepted all cookies. You can change your cookie settings at any time.

Skip to main content
This is new
Is this page helpful?

Complain about The National Lottery

If you are unhappy with any aspect of The National Lottery you should complain directly to Camelot, the company which runs The National Lottery.

The National Lottery complaints process

  1. Follow Camelot’s complaint procedure

    Read the complaints information on Camelot’s website (opens in new tab).

  2. Contact Camelot

    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
  3. Wait for the response

    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.

  4. If you're not happy with the outcome

    If you are not satisfied with the result you can escalate your complaint to Camelot's managers or senior managers.

  5. If you’ve escalated your complaint and are still not happy

    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.

    Use CEDR to make a dispute

    You have up to 12 months from finishing Camelot’s complaints process to take your dispute to CEDR.

Next page
Complain to us about how The National Lottery is being run