We currently employ over 250 staff, based in our corporate office in London and our country and regional offices across the UK.
Our staff work in different departments and teams with special responsibilities. These include communications, finance, information technology, legal services, operations, personnel, policy, and support for our board of trustees and committees.
Our operations department is organised into twelve teams. Each handles the applications we receive and the grants that we give in Northern Ireland, Scotland, Wales, or one of the nine regions of England. There is an additional major grants team which assesses grant requests of £5 million and over in England.
Making a complaint
All Lottery Distributors follow the same procedure for the handling of complaints. This new process is explained in our ‘Making a Complaint' leaflet. To download the leaflet click on the following links:
English 
250 KB | Welsh 
250 KB
Warning: Bogus awards
Have you been told you have won a prize from the Heritage Lottery Fund?
HLF does not operate a Lottery or distribute prizes. We only make grants in response to applications. So, if you receive an email telling you that you have won a prize, it has not come from us. No lottery that asks for payment in order to claim a prize belongs to either the HLF or the UK National Lottery.
There are some lotteries that ask you to pay to claim your prize. We do not know which of these lotteries are valid. Some pay-to-claim lotteries are regarded by the Metropolitan Police or the Gaming Board of Great Britain as being fraudulent. If you would like further information, please contact the Met. Police by email or visit their website.
Our advice is that you exercise caution and do not part with your money or give your details to an unknown party or company and check the lottery’s legal status first.
Our commitment to you
Underpinning all of our activities is a desire to provide an efficient, economical and effective service that is easily accessible to potential and actual applicants, and all who want to find out more about what we do. To find out more, read our customer service charter (normal print / large print).
We are always looking for ways to improve our services. Please contact us and let us know what you think about the Heritage Lottery Fund - what we are doing well and what we can do better.
Freedom of Information
We are committed to openness in our dealings with applicants and grantees, the public, press, government and other public bodies. As an aid to transparency and accountability, our publications scheme identifies broad categories of information that we hold which may be of public interest.
Access Policy
We are committed to developing the widest possible audience for heritage by promoting improved access to heritage for everyone and by using our funding to encourage greater individual and community involvement with their heritage. Our Access policy identifies the overall aim of heritage for all and the individual objectives for achieving this.
Equality & Diversity
We are fully committed to the provision of equal access and opportunity, both through the lottery funds that we distribute, and as an employer. As users of the disability symbol, we guarantee to interview all disabled applicants who meet the minimum criteria for these vacancies.
We are committed to creating and sustaining a culture that attracts values and supports diverse talents and skills, recognising that everyone will be treated with the dignity they deserve and with respect for their unique contribution to the work of the Fund. At all stages of the employment cycle applicants and staff will be judged on their abilities and nothing else.
Northern Ireland Equality Scheme
Section 75 of the Northern Ireland Act 1998 requires public authorities, in carrying out their functions relating to Northern Ireland, to promote equality of opportunity and good relations. The Heritage Lottery Fund is committed to making sure that equality is an integral part of all that we do. Our Equality Scheme for Northern Ireland (pdf file 104 KB) sets out how we aim to do this.