Our staff are working remotely from home so please do not post anything to the office, until further notice. If possible, customers are advised to email [email protected] if they require advice or support. Alternatively, our call handlers are available to assist from 9am to 5pm Monday to Friday.  Please note that for some schemes that there may be delays in the processing and resolution of cases. We apologise for any inconvenience this may have caused.

What is the Lotteries Scheme?

CEDR adjudicates disputes between customers and lottery operators who are members of the CEDR Scheme. The operator of the National Lottery, Camelot, is a member of this Scheme.

We are approved as an independent dispute resolution provider by the regulator, The Gambling Commission to Adjudicate disputes related to transactions (game playing).

When you submit your evidence to us, it will be weighed up by an Independent Adjudicator who will assess the claim. Please read our Adjudication process, you can download this in the 'Downloads' section to the left. 

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaints Form, which you can download below. 

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference

Companies covered

The steps you must take before submitting a complaint (for Camelot Cases)

Step 1.

Raise your complaint with the company in the first instance

Step 2.

If you remain dissatisfied following receipt of final position letter from a Camelot Senior Manager you may refer the matter to CEDR by submitting an application for adjudication. Once submitted your application will be reviewed for its eligibility.

Step 3.

If accepted your complaint will be allocated to an adjudicator.

Claims up to £10,000: The adjudicator will issue a written Decision that the customer may choose accept or reject. If accepted Camelot must comply with the adjudicators' direction on redress.

Claims over £10,000: The adjudicator will issue a recommendation. If both the customer and Camelot accept the recommendation it becomes a binding contract.

Ready to submit a complaint?

Complain now

Need additional assistance?

Please call us and we will provide the support that you need

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