Getting In Touch

You can telephone Postcode Lottery on our freephone number 0808 109 8765. Our Customer Experience team members will help you with any queries. Our staff can help you sign up for new tickets, or can assist with any changes to existing subscriptions. For more ways to get in touch see the Support page.

The trading address for Postcode Lottery is:

Postcode Lottery, 28 Charlotte Square, Edinburgh, EH2 4ET, United Kingdom.

Please use the address above if you wish to submit a request to change to your personal information by post. You can also contact us by filling out our Contact Us form or by calling us on freephone number 0808 109 8765 for any other changes to your account.

Our registered office address is:

Postcode Lottery Ltd, c/o BDO LLP, Two Snowhill, 7th Floor, Birmingham, B4 6GA, United Kingdom.

This address is the official address of our company, as registered with Companies House. The company registration number is 04862732 and our VAT registration number is 848 316507.

If you've missed a telephone call from Postcode Lottery, there are a few reasons why we might have tried to reach you:

• If you're a player, we could be calling to advise you of a prize win or to resolve an issue with a payment or your subscription

• If you were previously a player, we might be calling you with some updates about Postcode Lottery

• If you've tried calling us with a query, or started to sign up on our website, then we might be contacting you to offer assistance

If you started to sign up to play, but did not complete your subscription, we may email you to remind you and offer help with the process. If you opted out of marketing by email or telephone, we will not contact you in this way.

Postcode Lottery's complaints procedure aims to ensure that any given issue a player may have about the lottery is dealt with promptly and in confidence. The complaints procedure is without prejudice to players' legal rights. Further details of how to complain and our process can be found in Section 10 of our Terms and Conditions and in the section How does Postcode Lottery handle complaints? Copies of our full complaints procedure are available on request.

Complaints in relation to Data Protection fall under a separate process from those in relation to our licenced activities, in line with the requirements of the Information Commissioner's Office (ICO). Further guidance with regard to Data Protection complaints can be found here.

The way in which Postcode Lottery processes complaints received from players in respect of licenced activities is summarised below. A complaint, for the purposes of this process, is an expression of dissatisfaction by a player about the way Postcode Lottery conducts its licensed activities.

There is a separate process for complaints relating to Data Protection, in line with Information Commissioner's Office (ICO) guidance, which can be found here.

In accordance with Section 10 of our Terms & Conditions, a player may raise a complaint within six months from the date of the relevant draw or incident to which the complaint relates.

Players who wish to raise a complaint can do so by

• phoning 0808 109 8765

• sending an email to info@postcodelottery.co.uk

• by writing to Postcode Lottery's office at 28 Charlotte Square, Edinburgh, EH2 4ET, or

• by attending in person (please Contact Us in advance to make arrangements).

If we are unable to resolve the complaint within two working days of receipt, the complaint will then enter our Formal Complaints Procedure. If the complaint is resolved within two working days of receipt, it will not need to enter the Formal Complaints Procedure.

Formal Complaints Procedure

Stage 1 – Acknowledgement & Resolution

A Postcode Lottery member of staff shall investigate the Complaint and respond within five working days of entering the Formal Complaints Procedure.

Stage 2 – Further Investigation

If the complaint is not resolved at Stage 1, it will be escalated to a more senior representative. The senior representative will endeavor to respond within five working days of the date the complaint was escalated to Stage 2. In circumstances where the investigation is likely to take longer than five working days, the senior representative will notify the complainant of the proposed timescales and next steps. We aim to resolve the complaint at Stage 2 within a maximum of twenty working days of the complaint having been escalated to Stage 2. The decision will be communicated to the complainant.

Stage 3 – Managing Director or the Finance Director

If the complaint is not resolved at stage 2, it will be escalated to a Managing Director or the Finance Director, who will endeavor to investigate and respond within five working days of the complaint having been escalated to Stage 3.

Alternative Dispute Resolution

In a stage 3 response, Postcode Lottery shall write advising the complainant may, if still unsatisfied after that stage, ask for the complaint to be referred to Alternative Dispute Resolution. Postcode Lottery shall also write advising the complainant of their right to ask for the complaint to be referred to alternative dispute resolution if the complaint remains unresolved eight weeks after the complaint was received by Postcode Lottery. The complainant will not be asked to pay for the cost of such alternative dispute resolution. As alternative dispute resolution would involve sending details of the complaint to the alternative dispute resolution provider, Postcode Lottery will seek agreement from the complainant before referring the dispute to such a third party. Postcode Lottery will abide by the decision or recommendations made by the relevant alternative dispute resolution provider.

The eight week timeframe includes a "stop the clock" provision. This means if the complainant doesn't respond to a reasonable request for information from Postcode Lottery within seven days of our request, the clock on the eight week timeframe will stop. When the reasonable information requested is provided by you, the "clock" will be restarted from the same point at which it was stopped.

Details of the alternative dispute resolution provider who the complaint may be referred to after the stage 3 response or expiration of the eight week period are:

Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS

T: 020 7347 5883
E: adjudication@ibas-uk.co.uk
W: www.ibas-uk.com

If you have any queries regarding the above, please contact Postcode Lottery by phoning 0808 109 8765, sending an email to info@postcodelottery.co.uk or writing to (or attending in person) Postcode Lottery's office at 28 Charlotte Square, Edinburgh, EH2 4ET.

A Data Protection complaint is when someone believes we have handled their personal information incorrectly or unfairly. This could be about your own information, or the information of someone you are acting on behalf of. For example, how Postcode Lottery handled a Subject Access Request (SAR) or another data rights request; or how your personal information is stored, protected, or used.

You can raise a Data Protection complaint by:

• phoning 0808 109 8765
• sending an email to data.protection@postcodelottery.co.uk
• by writing to People's Postcode Lottery's office at 28 Charlotte Square, Edinburgh, EH2 4ET,
• by completing the contact form, or
• by attending in person (please Contact Us in advance to make arrangements).

Postcode Lottery will acknowledge your complaint within 30 days of receipt.

Without undue delay, Postcode Lottery will take appropriate steps to respond to complaints, including making appropriate enquiries, and keep you informed.

Without undue delay, we will advise you of the outcome of your complaint.

Postcode Lottery is committed to providing a responsible gaming environment. If you are concerned that gambling may have become a problem for you then you can self-exclude, to prevent your participation in lotteries operated by Postcode Lottery. Find out how to self-exclude from Postcode Lottery.