Lotterycomplaints policy

Read about how you can make a complaint in regards to the Great Big Lottery

Every complaint will be taken seriously and fully considered by Great Ormond Street Hospital Children's Charity in order that a satisfactory resolution can be achieved.

Any complaints regarding the Draw can be made directly to Great Ormond Street Hospital Children's Charity's Lottery team by contacting the Lottery helpline on 0330 123 9868 (Mon - Fri, 9am - 5pm) or by email at or in writing to:

GOSH Charity Great Big LotteryFurness GateFurness Business ParkBarrow-in-FurnessCumbriaLA14 2PE

We will acknowledge your complaint and provide an initial response within 10 working days of receiving it. While we expect to be able to resolve most complaints within this timeframe, if we need to conduct a more detailed investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If a satisfactory resolution cannot be reached within eight weeks of receiving your complaint, and in line with Gambling Commission regulations, the matter can be referred to an alternative dispute resolution entity. We use ProMediate for this purpose. ProMediate acts as an impartial dispute resolution service between gambling operators and their customers. Visit the ProMediate website.

ProMediateBrow FarmTop RoadFrodshamWA6 6SP

Email: 0203 621 3908 or 01928 732455

The outcome of the ProMediate's dispute resolution will be reported to the Gambling Commission.

Great Ormond Street Hospital Children's Charity’s decisions made pursuant to the Rules shall be final and binding.

Save where the Rules expressly provide otherwise, Great Ormond Street Hospital Children's Charity shall not be obliged to enter into any correspondence.


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