Customer charter
If you want to make a complaint about a Lottery funder, there is a procedure for you to use. All England and UK- wide Lottery funders have agreed a common complaints procedure. Lottery funders that only work in Wales, Scotland and Northern Ireland have their own complaints procedures. Copies of the complaints procedures are available from the individual Lottery funder.
For all the complaints procedures, the first step is to contact the Lottery funder you wish to make a complaint against.
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Country information The customer service charter is a guide to the level of service you can expect if you contact a Lottery funder for any reason. All England and UK- wide Lottery funders use this charter (except NESTA).
customer_charter.pdf (59k)
customer charter (large print) (pdf) (59k)
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