Our Commitment
Invest Lake District are committed to achieving high standards in everything that we do as a Lake District Foundation venture. Our customers include our investors and donors, our partners and stakeholders across the Lake District National Park and Cumbria, our funding 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
Info@lakedistrictfoundation.org
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
enquiries@fundraisingregulator.org.uk
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.