Complaints
If something has gone wrong, tell us. This is how we handle it and how long we take.
To be confirmed before launch
The postal address for written complaints, and the independent body you can escalate to. Which body that is depends on the regulatory basis these competitions run under, which is still being settled.
Start here
Email support@thepools.com with your name, the email on your account, and what happened. If it concerns a specific competition or ticket, include the competition name and your ticket number — it is the fastest way for us to find it.
What happens next
We acknowledge it within 3 working days
So you know it reached a person and is not sitting in a queue unread.
We investigate and reply within 8 weeks
Usually much sooner. If we need longer we tell you why, and how much longer.
We give you a decision in writing
Explaining what we found and what, if anything, we are doing about it.
If you are still unhappy, you can escalate
To an independent body, free of charge. We will name it and give you its details with our decision.
Complaints about how a competition was decided
Every competition states, before you enter, how its winner is decided and when it is drawn. Where a competition is judged, the panel’s decision is final — but you are entitled to know the basis on which it was made, and the judges’ names are available on request.
Where an instant win is concerned, the prize attached to each ticket is fixed before any ticket is sold and does not depend on anything you do in a game. If you believe a prize was displayed and not paid, tell us the ticket number and we will trace it.
If your complaint is about your own gambling
You do not need to go through us. The National Gambling Helpline is free, confidential and open 24 hours a day on 0808 8020 133. More options are on the responsible play page.