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Lake District Foundation Complaints Policy 

Our Commitment 

The LDF are committed to achieving high standards in everything that we do.  Our customers include our supporters and donors, our partners and stakeholders across the Lake District National Park, our grants recipients and the communities in which we work.  We are committed to providing our customers with quality services however we realise that sometimes we don’t always succeed.  

We welcome feedback because it helps us to improve the services we offer; without your feedback we cannot improve.  We take all complaints, whether verbal or written, seriously and commit to dealing with them in a confidential and timely manner.  

Our Complaints Process 

If you are not happy about a service that you receive, it is usually best to let the person who is providing the service know, either by telephone, email, letter or in person.  

If you don’t know who to contact, you can contact: 

Lake District Foundation 

Murley Moss Business Park 

Oxenholme Road 

Kendal 

Cumbria 

LA9 7RL 

 

07497816091

[email protected] 

We will log the complaint and make sure that it is assigned to the most appropriate person. You will be sent a letter confirming that the complaint has been received and telling you the name of the person who is dealing with your complaint. 

We will try to resolve your complaint as quickly as possible. In most cases we aim to provide you with a full response within 10 working days; in more complex cases, we will send you an acknowledgement within 10 working days and provide a full response within 15 working days. 

If you are not satisfied with the outcome, please let us know and the complaint will be progressed so that somebody else can investigate it for you. 

If at the end of this process you do not feel that we have provided an appropriate resolution, you can complain to the Charity Commission, or if your complaint relates to marketing or fundraising, the Fundraising Regulator. 

The Charity Commission for England and Wales
Harmsworth House
13-15 Bouverie Street
London
EC4Y 8DP 
0300 066 9197 

www.gov.uk/complain-about-charity 

The Fundraising Regulator
2nd floor, CAN Mezzanine Building,
49-51 East Road,
London,
N1 6AH 

0300 999 3407
[email protected] 

Acting on Results 

We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.  

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