Stage three complaints

The Heritage Lottery Fund (HLF) is committed to providing high-quality customer service, but we are aware that sometimes things may go wrong.

We have a formal complaint process which has three stages.  If having gone through stages one and two, a complainant remains unhappy they can refer their complaint to the Independent Complaints Reviewer (ICR).  The ICR is not part of our organisation and their investigations and recommendations are independent.

Complaints reviewed by the Independent Complaint Reviewer together with HLF’s response to the ICR’s recommendation is published below.

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