Complaints Procedure

LIF is committed to providing high quality services.  Our users include our members, voluntary organisations and those agencies and individuals who are stakeholders in the voluntary sector.  

We are committed to providing our users with a quality service and to continuously improving those services, but we realise that there are times when we don’t always succeed. LIF is working towards developing standards to improve its services and to clarify what users can expect.  

If you are unhappy about the services that we provide to you we want to hear about it, without your feedback we cannot improve.

How the system works

At LIF the Chief Officer is responsible for making sure that all complaints are logged and followed up and who will monitor complaints to make sure that they are being dealt with. The Chief Officer will be responsible for reporting to the Board of Trustees. In the absence of the Chief Officer or where the Chief Officer is the subject of the complaint, responsibilities under this procedure will fall to another member of the Senior Management Team (SMT)

How to make a complaint

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, letter or in person.  If you don’t know who to contact you can telephone, e-mail or write directly to:

Noelette Hanley (Chief Officer)

Luton Irish Forum, Kathleen Connolly House, 102 Hitchin Road, Luton LU2 0ES

Tel: 01582 720 447 Email:

The Chief Officer will log the complaint and make sure that it is assigned to the most appropriate person.  You will be contacted within 5 working days to confirm that the complaint has been received and telling you the name of the person who is dealing with your complaint. 

We will contact you with the outcome of your complaint within 15 working days. If we cannot respond in this time, then we will notify you and give you date by which you can expect a response.

Communication will usually be in the same format as the complaint is received but LIF reserves the right to respond in an alternative format. 

If you are not satisfied with the outcome

If you are not satisfied with the outcome of the complaint, contact the Chief Officer.  The complaint will be progressed so that somebody else can investigate it for you and you will be advised on when you can expect a response.

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.

Your personal information

LIF retains records of complaints as long as it is required to meet the requirements of our funders and quality marks. For details of how your personal information is handled please refer to our Data Protection Policy a copy of which can be obtained from our website or by asking a member of staff. 

Your voice

We hope you agree that most of the time we do provide a good quality service.  We value all feedback from our users and would also like to hear from you about what you think we do well.

Last Review Date: July 2019


Next Review Date: July 2021