Lumos’ Complaints Process

Lumos fights for every child’s right to a safe and loving family. We would not be able to do this without the generosity of our supporters.  

If something hasn’t worked, met your expectations, or caused any inconvenience, please let us know and we will do our utmost to look into it and resolve any issues. We seek to constantly improve our processes for supporters, and we greatly value your feedback.  

Please get in touch

To speak to someone at Lumos, please contact either our Operations Team, or if fundraising related, our Fundraising Team and we will be happy to help.  

By email: Write to us at either [email protected] or [email protected] . These inboxes are regularly monitored, however during busy periods our response may take up to five working days.  

By phone: Call 020 4599 8026 between 9am-5pm. Outside of those hours, please leave a message and we’ll get back to you as soon as possible.   

By post: Write to us at Lumos Foundation, 3-7 Temple Avenue, London, EC4Y 0DA. Please include your contact details (name, address and telephone number) so that we can respond to you.  

Please note, our office is operating on limited hours, therefore post is not checked regularly. We will endeavour to get back to you as quickly as possible. If your inquiry or feedback is urgent, please use the above methods.  

Our complaints procedure

We will always do our best to resolve any issue as quickly as possible and to your satisfaction.  

In instances when we cannot resolve a complaint immediately, we will try to contact you within five working days to acknowledge the issue. For more complex matters please allow up to 10 working days for a full response, following our initial contact.  

For complaints that are not related directly to our work, we may not be able to address these due to limited resources, or not in the position to comment. We will try to help direct you to the right person or organisation who will be able to help you.  

Others who can help

It is important to Lumos that our fundraising work meets the highest possible standards, to ensure that our processes enable a smooth experience for our supporters. Lumos is registered with the Fundraising Regulator and committed to complying with their Code of Fundraising Practice.