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Background Reading > Complaints Procedure
We know we don’t always get it right first time; that’s why when things don’t turn out the way they should, we always appreciate the opportunity to put things right.
If you’re not satisfied with any aspect of your experience at Lottoland, we hope you will feel comfortable enough to let us know and let us see what we can to address your feedback.
For this reason, we have provided an overview of our complaints and feedback procedure so you will know what to expect should you ever need to get in touch.
Our complaints procedure
We believe in putting our customers at the heart of everything we do and if we are falling short of the mark, we welcome your input as an opportunity to make improvements.
Our complaints procedure has three levels of escalation where we aim to resolve complaints as soon as as possible.
Level 1
You can speak to a member of our Customer Service team to discuss your query. You’ll find every member of our team is friendly, understanding and ready to do their utmost to help you and resolve any issues as best they can.
If however, they are unable to resolve your query to your satisfaction, we will escalate your case for further review.
Level 2
Our Customer Services agent will escalate to one of our supervisors or in their absence, one of our Customer Service Team Leaders.
It is at this stage that we would upgrade your query, to a complaint. Again, we believe in going above and beyond to keep our customers happy and deliver the very best playing experience, therefore this allows us to look into your query into more detail.
Level 3
Finally, if your complaint is not resolved at Level 2, it will be further escalated to Lottoland’s Continuous Improvement team. This is the last stage of our internal process and is an independent team who will look into all aspects of your complaint impartially, supported by our VP Customer Operations. You can be assured of a thorough investigation into the matter you have raised.
Please understand that we reserve the right to state our final position on complaints at any stage. For more information, please click here to see our Terms and Conditions regarding complaints.
In some cases, the process may take up to 8 weeks to fully investigate your complaint from the date it is raised to us.
How to get in touch
To submit a complaint, simply contact Customer Service via email at support@lottoland.co.uk. To make sure your complaint is addressed promptly and effectively, please mark your correspondence with the word “Complaint” in the subject line.
Once your complaint has been submitted, you will receive a reference number to help both parties refer to the matter over the course of its resolution.
Taking your complaint further
Where you feel like your complaint has not reached your desired conclusion, there are further steps you can take outside of Lottoland’s complaints procedure.
For residents of the United Kingdom, if you are not satisfied with the outcome of your complaint, you can raise your concerns with the alternative dispute resolution service IBAS.
IBAS are an independent alternative dispute resolution service who will consider any case regarding betting or gaming transactions. Lottoland agrees to fully support any investigations IBAS choose to undertake and accordingly we will adhere to any rulings they may subsequently make.
The most effective method for raising a dispute with IBAS is to complete the online adjudication form available at http://www.ibas-uk.com or by calling 0207 347 5883. Further Information regarding their services can also be found at http://www.ibas-uk.com.
If you prefer to write to IBAS, their address is:
IBAS
P O Box 62639
London
EC3P 3AS
United Kingdom
