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: English (PDF, 31KB) Customer Service Charter: Welsh (PDF, 45KB) 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.
Making a complaint All Lottery Distributors follow the same procedure for the handling of complaints. This process is explained in Making a Complaint: English (PDF, 94KB) Making a Complaint: Welsh (PDF, 99KB) Freedom of Information As part of our commitment to providing an open and transparent service we publish reports made by the Independent Complaints Reviewer on Stage Three complaints and our responses.