Complaints Policy

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1. Purpose of This Policy

Luton Community Watch (“LCW”, “we”, “our”) is committed to providing a high‑quality service to our members, volunteers, partners and the wider community. We take complaints seriously and aim to resolve concerns fairly, efficiently and promptly.

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This policy explains how individuals can make a complaint and how LCW will respond.

 

2. How to Make a Complaint

Complaints must be submitted in writing and should include:

• Your name

• Your contact email or postal address

• A clear description of the issue

 

You can contact us at:

 

Email: nhw4luton@gmail.com

 

Post:

Luton Community Watch

Lewsey Community Centre

Landrace Road

Luton

LU4 0SW

 

LCW is unable to respond to:

• anonymous complaints

• complaints about matters outside LCW’s control or responsibility

 

3. What We Will Do When We Receive Your Complaint

Upon receiving your complaint, LCW will:

1. Acknowledge receipt of your complaint.

2. Review and investigate the issues raised.

3. Provide a written response with our decision within 30 days wherever possible.

 

We may contact you during the investigation if further information is required.

 

4. Outcome and Closure

Once LCW has issued a written response, the matter will be considered closed. There is no right of appeal within LCW’s internal process.

 

If your complaint relates to a serious governance concern (e.g., safeguarding, fraud, or serious mismanagement), you may raise it with the Charity Commission after LCW’s process has concluded.

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5. Scope and Limitations

This policy applies to complaints about:

• LCW services

• LCW volunteers or representatives

• LCW activities or decisions

I

t does not apply to:

• safeguarding concerns (which must follow LCW’s Safeguarding Procedure)

• disputes between private individuals

• matters relating to external agencies