Luton Town Centre Customer Service Excellence Award 2026

Terms and Conditions

1. Eligibility

The Luton Town Centre Customer Service Excellence Award is open exclusively to businesses operating within the Luton BID area.

Businesses must be actively trading within the Luton BID boundary at the time nominations close and throughout the duration of the Awards process.

Inclusion in the Award is strictly at the discretion of Luton BID. Luton BID reserves the right to exclude any business or individual that it does not believe meets the eligibility requirements. No discussion will be entered into regarding eligibility decisions.

2. Nominations

Nominations may be submitted online via the Luton BID website.

Individuals nominating a business must provide:

• Their name;

• A valid email address;

• The name of the business being nominated;

Nominations must relate to customer service experienced within the previous twelve months.

Only one nomination per email address will be accepted.

Anonymous nominations will not be considered.

Nominations that are incomplete, offensive, defamatory or deemed inappropriate by Luton BID will be removed.

3. Shortlisting

Following the nomination period, Luton BID will review all submissions to verify eligibility.

Eligible nominations will be presented to the Luton BID Board of Directors, who will independently assess nominations against the published judging criteria.

The panel will select a shortlist of finalists.

The number of finalists shortlisted shall be determined by Luton BID.

4. Public Voting

Public voting will open following the announcement of the shortlisted businesses.

Votes may only be submitted through the official voting platform hosted by Luton BID.

To vote, individuals must provide a valid email address.

Each email address may cast one vote only.

Luton BID reserves the right to implement email verification, CAPTCHA protection, IP monitoring and any other reasonable measures to maintain the integrity of the voting process.

Voting links, where issued, are intended solely for the recipient and may not be shared.

5. Fraudulent Activity

Luton BID reserves the right to suspend, amend or cancel voting at any time.

Luton BID will disqualify businesses, remove votes or suspend participation where there are reasonable grounds to believe fraudulent activity has occurred.

Examples include but are not limited to:

• The creation of false email accounts;

• Automated voting;

• Duplicate voting;

• Vote-buying schemes;

• Offering incentives, prizes, discounts or benefits in exchange for nominations or votes;

• Any activity intended to unfairly influence the outcome of the Award.

Businesses found to be engaging in such activity may be removed from the Award process.

6. Scoring Process

The judging panel score will take into consideration customer feedback, examples of exceptional service, professionalism and contribution to the visitor experience within Luton Town Centre when short listing.

7. Technical Issues

Luton BID, its contractors, suppliers and partners cannot accept responsibility for any technical malfunction, interruption, website outage, internet failure or other issue that may result in nominations or votes not being successfully submitted, received or recorded.

8. Decisions

All decisions made by Luton BID regarding eligibility, shortlisting, voting, scoring and the final winner shall be final.

In the event of a tie, dispute or any circumstance requiring further consideration, Luton BID reserves the right to determine the final outcome.

9. Data Protection

Personal data collected as part of the nomination and voting process will be processed in accordance with current UK data protection legislation and the Luton BID Privacy Policy.

Email addresses submitted for the purposes of nominations and voting will be used solely for the administration and verification of the Award unless explicit consent has been given for further communications.

10. Withdrawal

Businesses wishing to withdraw from the Award process at any stage should notify Luton BID by email at info@lutonbid.org.

11. Amendments

Luton BID reserves the right to amend these Terms and Conditions at any time.

Any changes will be published on the Luton BID website and shall take immediate effect upon publication.

12. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.