+44 (0)20 7536 6000
What types of complaints does this service cover?
The Retailer can use the Service if one of the following has occurred:
- the complaint has not been resolved to the Retailer’s satisfaction after receiving a written response from a senior manager at Allwyn confirming that the dispute has reached the conclusion of Allwyn’s complaints process and expressly authorising the Retailer to apply to use the Service; or
- the complaint has not been resolved to the Retailer’s satisfaction after eight weeks have passed from the date on which the Retailer first complained to Allwyn through its internal complaints procedure.
The Service can be used to resolve financial disputes relating to the following matters:
- Disputes regarding any charges levied to the Retailer for lost, stolen or unreturned scratchcards;
- Disputes regarding any charges levied to the Retailer for events such as engineering visits;
- Disputes regarding charges levied to the Retailer for the repair or replacement of damaged National Lottery equipment;
- Disputes regarding one or more of the Retailer’s weekly payment invoices from Allwyn;
- In circumstances in which the Retailer is no longer a National Lottery Retailer or where Allwyn has confirmed that a bond is no longer required from the Retailer, disputes regarding a failure to return a Retailer’s bond payment by Allwyn within 30 working days;
- The Retailer’s qualification for, and/or Allwyn’s payment of, any incentive bonus.
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