Customer service

We aim to provide an efficient and effective service that can be accessed by all.

Our customer service charter sets out the service you can expect to receive from a Lottery distributor.

Download Customer service charter: English

We are always looking for ways to improve our services. Please contact us and let us know what you think about HLF - what we are doing well and what we can do better. If your comment is specifically about the website, or one of our other online channels, please contact the digital team.

Raising a concern

If you have a concern about an organisation that has applied to, or received funding from us, please contact the Customer Information team.  As custodians of money raised by National Lottery players and grant-in-aid funding, we will always take your concerns seriously, and have processes to ensure that they can be investigated. Find out more about Raising a concern in the following leaflet.

Download Raising a concern

Making a complaint

We try to give the highest possible standard of customer service, but are aware that sometimes things may go wrong. If you are unhappy or dissatisfied with your contact with us, a grant application that you have made or a grant awarded to you by HLF or NHMF, please contact the office you first dealt with who will try to put things right. If you are unsure who to speak to, or if you do not want to speak to the person involved in your complaint, please contact the Customer Information team.

Find out more about our complaints procedure in the following leaflets:

Making a complaint will not affect, in any way, the level of service you receive from us.

As part of our commitment to providing an open and transparent service we publish reports made by the Independent Complaints Reviewer (ICR) on stage three complaints on our website, but we will only do this with your permission. We also publish HLF's response to the ICR's recommendation.

Contact with our staff

We are committed to behaving in a professional and courteous manner when carrying out our work, whether this is in person, on the phone, or through written correspondence with you.

We have a right to go about our business safely and without obstruction or threat of abuse or physical harm. If subjected to such behaviour, we have the right to discontinue the telephone call or meeting.

When making decisions about appropriate action, the interests of the customer will be balanced against the effects that their behaviour is having on our staff, other service users and the efficient use of resources. Find out more about our policy on dealing with unacceptable behaviour.

Download Dealing with unacceptable behaviour

Accessible formats

We are committed to being open and accessible, and want to make sure that our services are accessible to all.

If you need help to make an application or access our services and information, please contact us for information on the type of support that we can provide.


Contact the customer information team by:

Telephone: 020 7591 6044


Textphone: 020 7591 6255

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