Our dedicated team are always on hand to answer any questions you may have.

Get in touch

Call us:
0808 168 5688*

*Calls to and from Lumina may be recorded for training purposes.

We're Open:
Monday - Friday
9am - 5.30pm

Please note our office will be closed over the festive period from 5.30pm on Friday 22nd December, reopening at 9am on Tuesday 2nd January 2018.

Visit us:
Lumina Energy
1 Abbey Wood Road,
Kings Hill,
West Malling,
Kent,
ME19 4YT

Want to chat? Call us free on
0808 168 5688
Or complete our form and we’ll call you.

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Thank you

We are delighted to have received your enquiry, one of our consultants will contact you shortly.

Used Lumina before?

I used Lumina ages ago and want to get back in touch, what do I do?

Welcome back! It’s great that you want to work with us again. It’s really easy and the best thing to do is simply get in touch. We can be contacted a number of ways by phone, email or via our online chat.

The person I used to speak to no longer works for Lumina, what do I do?

Have no fear because we have lots of lovely team members who can help you. If you have recently used Lumina you will have already received a call with your new point of contact, however if this hasn't happened please do get in touch with us and we will make sure you are introduced to a member of the team.

I want to get a better deal, I can’t remember what we did last time?

Not a problem at all. The best place to start is to check your current contract end date to make sure you are in a period where you can switch tariff or energy supplier. Then just give us a call and we can go from there.

Any other questions?

Complaints Procedure

We are committed to offering the highest standards of customer service at all times. However, we recognise that on occasions things can go wrong and our customers may have reason to make a complaint, at which point we will be fully committed to resolving it as efficiently as possible.

You can contact us by phone, email or post:

Phone: 0808 168 5688
(Lines are open between 9am
and 5pm Monday to Friday)

Email:
info@luminaenergy.co.uk

Post:
Customer Services
Lumina Energy
1 Abbey Wood Road,
Kings Hill,
West Malling,
Kent,
ME19 4YT

Following receipt of a complaint, we will make every effort to resolve the problem within 24 hours and a member of our management team will be in touch to confirm how we intend to do this.

In the event that we are unable to resolve the problem within 24 hours, then we will continue to make every effort to resolve the problem as soon as possible, keeping you regularly updated throughout.

However, if we’re unable to resolve the problem within 7 days, with your permission we’ll escalate the complaint to the TPI Code of Practice Code Manager. If you’re still not satisfied and want to take your complaint further you can contact Citizens Advice Consumer Service using the details below.

Phone: 03454 04 05 06

Post: Citizens Advice Consumer Service Post Point 24,
Town Hall,
Walliscote Grove Road,
Weston super Mare

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