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.