Heritage Lincolnshire recognises that good customer care and service provision is best practise and something the organisation always aspires to. We aim to set clear standards of conduct and service and regularly review this to improve performance. However, sometimes we may fall short of delivery a high-quality service and there needs to be a mechanism in which to raise a complaint.


Standards of Care

In order to maintain good customer care standards, Heritage Lincolnshire aims to:

  • Treat everyone (whether staff, service-users, volunteers, clients, or contractors) with respect and courtesy, irrespective of sex, age, marital status, disability, sexual orientation, gender reassignment, race, colour, religion, or belief or national origin.
  • Seek to understand the requirements and specific needs of the individual.
  • Ensure we keep relevant parties up to date with relevant information such as our services and opening hours, rule and regulations and publicise any changes.
  • Provide appropriate training for staff when necessary.
  • Deal with any queries, concerns, or complaints in a prompt and professional manner.
  • Welcome feedback to improve service.
  • Ensure privacy and confidentiality, where necessary, at all times.


Making a Complaint

The Trust believes in conducting its affairs in an open and fair manner and is committed to providing a high quality and efficient service to everyone. When complaints arise in connection with the Trust's operation or services, we want to know about them in order to put matters right where we can, and when it is appropriate to do so. We listen to both positive and critical comments and use them to improve our services.

The Trust's complaints procedures are in three stages. These are designed to make sure that, if you are not happy with the initial response, we give you (in stage one), you can ask more senior staff to consider the issue again (stage two). If you are still not satisfied, the CEO will review the case (stage three) and produce a final response to your complaint.

Complaints about the conduct of the CEO, the Trustees or about Board business will be referred to the Chair of Trustees.



Should any complaint be raised concerning staff or volunteer conduct which concerns safeguarding, this will immediately be referred to the Designated Safeguarding Lead (DSL) for investigation under the organisation's Safeguarding Policy.

  1. Stage one (Initial Response):
    If you feel dissatisfied with a service you have received from the Trust, you should first make your complaint directly and informally to the person you have been in contact with. If you are not sure whom to contact, the Office Manager will advise you. This is an informal stage and is carried out with minimal record keeping to resolve the issue as quickly as possible.

    We will contact you within five working days either to let you know the outcome of our investigation or to let you know how long it will take for us to deal with the matter and when you can expect a reply.

  2. Stage two (Formal Complaint):
    If you are not satisfied with this initial response, or if you think that the matter is serious enough to need attention at a senior level, you should write with details of your complaint. You should make it clear that you want this treated as a formal complaint under stage two of the Trust's complaints procedures. Our target for responding to formal complaints is 10 working days. If it is not possible to give a full response within this time, we will give you an interim response and tell you when you can expect the full reply.
  3. Stage three:
    If you are not satisfied with our response under stage two, you should write to the CEO of the Trust who will consider the matter and will aim to respond fully within 10 working days. If this is not possible, they will write to let you know what is being done to deal with your complaint, and when you can expect the full reply.

Policy reviewed 2022

Signed by:

Greg Pickup CEO
For HTL Board of Trustees