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National Lottery: Complaints

Volume 488: debated on Wednesday 25 February 2009

To ask the Secretary of State for Culture, Media and Sport pursuant to the answer of 3 February 2009, Official Report, column 984W, on National Lottery: complaints, what information is routinely collected by Camelot and the National Lottery Commission on disputes between retailers and players. (256417)

Complaints to the National Lottery Commission are dealt with on a case-by-case basis. It would not be possible to establish how many of the cases dealt with have involved a dispute between a player and retailer without a manual review of the correspondence for each case. This task could be undertaken only at disproportionate cost.

The information routinely collected for any complaint or inquiry received by the Commission is:

a. Information required for NLC performance monitoring and reporting.

b. Correspondent contact details.

c. A brief description of the nature of the inquiry or complaint.

d. A note of the action taken.

e. Correspondence and supporting information.

Camelot has advised us that all player complaints are also recorded and dealt with on a case-by-case basis. The information collected varies according to the case in question.