Complaints Policy

Speak to a member of the team in the café, call us, or email info@cafe1luton.co.uk with your order number, the date and what went wrong. Photos help for food quality or missing item issues.

• Acknowledgement: within 1 working day.
• Full response: within 5 working days.
• Complex cases: we'll tell you if we need longer and keep you updated.

Depending on the issue we will remake the item, refund the item or the order, or credit your account. Card refunds are returned to the original card through our payment provider and usually appear within 3–5 working days.

Report suspected allergen or food safety issues immediately by phone so we can act at once. These are escalated to the café manager the same day.

Ask for your complaint to be escalated to the owner. You may also contact Luton Council's environmental health team for food safety matters, or Citizens Advice for consumer matters.