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Making a complaint about our Welsh language services

Welsh Language Standards 

Under the Welsh Language Measure 2011 and the Welsh Language Standards that came into effect on 25 January 2017, The National Lottery Community Fund must provide a bilingual service where Welsh and English are treated equally. 

We are committed to this requirement and are keen to make improvements when needed. 

Procedure for dealing with complaints about the Fund 

You can complain about our Welsh language service if: 

  • you have not received a service in Welsh, even though you asked for this
  • you feel you have not received a service in Welsh to the standard expected of the Fund
  • you believe the Fund has not met its obligations under the Welsh Language Standards 

Step 1 

If you are not satisfied with the service you have received, you should raise this first with those you have been communicating with. 

Our staff are trained to deal with complaints relating to the Welsh Language Standards. They will review your complaint and we aim to resolve most complaints as quickly as possible. 

All Welsh language complaints are shared with the Fund’s Welsh Language team to help us improve our services in the future. 

Step 2 

If you are not satisfied with the response you received, you can put your complaint to the Fund’s Welsh language team in writing, either by: 

  • emailing welshlanguage.advice@ tnlcommunityfund.org.uk
  • sending a letter to: The National Lottery Community Fund, 2nd Floor, Ladywell House, Newtown Powys, SY16 1JB 

In your email or letter, you need to tell us: 

  • what happened
  • when it happened
  • who you were communicating with
  • what you would like us to do in response to your concerns
  • state which of the 4 categories of Welsh Language Standards your complaint relates to: service delivery, policy making, operational, or record keeping
  • the specific standard your complaint relates to (if known)
  • any other relevant information  

If it’s not possible to put your complaint in writing, you can call our Welsh language team on 0300 123 0735. 

When you’ll hear from us 

We’ll acknowledge your complaint within 5 working days of receiving it. We’ll also tell you: 

  • who will be dealing with your complaint
  • how to contact them
  • when you can expect a full response to your complaint. 

We aim to respond to your complaint within 10 working days. If this is not possible, we’ll explain why and let you know when you can expect a response. 

We hope we’ll be able to resolve your concerns at this stage. 

Step 3 

If you feel that we have not responded to your concerns or have not responded fully to your complaint, you can take your complaint to the Welsh Language Commissioner. You can do this by: