Last updated: 31 July 2020
While we support the heritage sector to recover from the coronavirus (COVID-19) crisis, our resources for investigating and responding to complaints are limited.
This may mean we are unable to respond in full to your concerns about a current application for funding, a project being carried out or an alleged breach of the terms and conditions of our grant in a timely manner.
We will still respond to all concerns we receive and we will inform you when to expect our response.
Thank you for your patience and consideration as we focus our efforts to best support people and organisations across the heritage sector.
Our customer service
Our customer service charter sets out the service you can expect to receive from a National Lottery distributor.
We are always looking for ways to improve our services. Please contact us to let us know what we are doing well and what we could 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.
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 us 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.
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 on our website made by the Independent Complaints Reviewer (ICR) on stage three complaints. We will only do this with your permission. We also publish our response to the ICR's recommendation.
Find out more about making a complaint in:
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.
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