Complaints and disputes procedure

NSPCC will:

Make this Complaints and Disputes Procedure available to a potential or actual customer ("the customer") via the NSPCC website www.nspcc.org.uk , or upon request.
Handle all complaints in accordance with this Complaints and Disputes Procedure.
Advise the Gambling Commission on the status of all disputes that are referred to the Promoter (see below).

Stage one

In the event that a customer has encountered a problem or has a concern to raise in respect of the Lottery, then NSPCC will in the first instance advise the customer to contact the Lottery Office.
Any problems or concerns that are brought to the Lottery Office's attention will be formally recorded within the Lottery Complaints Log, initially as an 'incident', for NSPCC future analysis and Gambling Commission reporting purposes.
We aim to respond as soon as possible, but normally within five days. If the investigation of the complaint is likely to take longer than five days, we will write to you to let you know the proposed timescales and next steps, aiming to resolve your complaint within a maximum of 30 days.
We'll investigate your complaint involving relevant parties as necessary.
We'll contact you to let you know the outcome of your complaint and any actions we have taken as a result of this.

Stage two

If you're unhappy with the resolution of your complaint, you should put your complaint in writing to Paul Taylor, NSPCC, Weston House, 42 Curtain Road, London, EC2A 3NH.
The matter will be escalated to a 'dispute', if applicable.
You'll then be sent an acknowledgement of your complaint in writing within 48 hours of us receiving it, and an investigation of your complaint will then begin.
Every effort will be made to complete this investigation within seven days of receipt.
We'll then contact you with our findings, recommendations and proposed actions.

Stage three

If you're still not satisfied, you can contact IBAS within two months of our decision at www.ibas-uk.com.
IBAS will consider your complaint in light of the Fundraising Promise and the Fundraising Regulator's codes of fundraising practice.

Got a question about our Weekly Lottery or Raffle?
We're here to help. Call us on 0800 954 7391 or email admin@nspccweeklylottery.org.uk.

Only £1 per entry, drawn every Friday. All proceeds to the NSPCC (the National Society for the Prevention of Cruelty to Children).

NSPCC is licensed and regulated in Great Britain by the Gambling Commission under account number 4781(opens in a new tab). Website: www.gamblingcommission.gov.uk(opens in a new tab) Promoter: NSPCC, Weston House, 42 Curtain Road, London, EC2A 3NH. Responsible person: Paul Taylor. Must be 18 or over to play. Underage gambling is an offence.

How your money is spent In 2025, £1,294,940 was raised from ticket sales in our Weekly Lotteries and Seasonal Raffles, with 8.31% spent on prizes, 71.48% spent on expenses and a fantastic 20.21% being used to fund the work of the NSPCC, based on the Lottery and Raffle Submissions made by the NSPCC to the Gambling Commission, during the 2025 calendar year. In 2025, the likelihood of winning a prize was, on average, 1 in 658 in our regular Weekly Lotteries and 1 in 285 in our Seasonal Raffles.

Players or carers of a vulnerable person can request self-exclusion from NSPCC gambling-related marketing materials by completing the online form or by calling the Supporter Care team on 0800 954 7391 to request a form. If you're worried about how gambling makes you feel, GambleAware can help: gambleaware.org(opens in a new tab).

This web page is hosted by StarVale Management & Technologies Limited(opens in a new tab) which is licensed and regulated in Great Britain by the Gambling Commission under account number 3273(opens in a new tab).