If you would like to make a complaint to LWN, please email [email protected] or write to the LWN Director, LWN, c/o LPS, Wenzel House, Olds Approach, Tolpits Lane, WD18 9AB. LWN promises to act swiftly, clearly and respectfully and will follow the below process for any complaint we receive.

Step One

Once LWN has received your email, we will reply to acknowledge your email. Please be aware that this will be within LWN’s working week (Monday to Friday, 9am-5pm).

In our acknowledgment, we will aim to give a timescale of when your complaint will be handled and let you know your personal point of contact - this will usually be LWN’s Director.

In our acknowledgement, we may ask more questions to find out all the details and check the complaint has come from the appropriate person. We’ll ask for ID if necessary to verify your identity. If you are acting on behalf of someone else, we’ll need their permission.

Step Two

We will respond to your complaint as soon as possible. The investigating staff member will gather as much information as necessary, establish the relevant facts, as fairly and accurately as possible. They will come back to you again for more information if required.

We aim to give you a full response within 30 days of receiving your complaint. Where your complaint involves exercising your data protection rights (such as access, deletion or correction), we will handle this in accordance with our statutory obligations and timescales under UK GDPR.

If this is not possible, we will keep you updated on our progress.

LWN will keep records of any related conversations and copies of all relevant documents from start to finish, including actions taken, in line with our data retention policy.

Step Three

We will reply to you to clearly explain our findings and any actions we’ve taken as a result. You can come back to us for more information or question us on our actions.

Step Four

If you are still unhappy, you can ask for your complaint to be reviewed by the LWN Executive Committee. To do this, you should email [email protected]

A Committee member will review all the action taken by the LWN staff member who dealt with your complaint. The Committee member may ask you for more information if they need to. They will respond as soon as possible and at least within 30 days with their response.

You have the right to complain to the Information Commissioner’s Office (ICO) at any time. Details can be found here: https://ico.org.uk/

Step Five

As an organisation we are committed to learning, so once we’ve responded to the complainant, we will take the opportunity to review what has happened and look to see if there is anything we can learn or improve on in the future.