Customer Charter and Action Plan

The Office of the Regulator of the National Lottery (RNL) is committed to providing a high quality service to any member of the public that contacts it.

This commitment to service our customers well is documented in our Customer Service Charter and Action Plan 2021-2023.

This document contains information about the level of service you can expect from the RNL when you contact us by phone or in writing. It also gives information about the appointments service we provide.

If you are not satisfied with the service you receive from the RNL, this document details our complaints procedure including how to contact the Ombudsman.

This document also gives information about how to send in a Freedom of Information request or how to give the RNL feedback on our performance when interacting with you.