Our Complaints Procedure

Step 1

A formal complaint can be made verbally over the telephone, via email or through the post. Your complaint will be acknowledged promptly and will be responded to within 1 working day of receipt.

We will provide you with a designated point of contact to manage your complaint, this will include:

Contact name
Position
Direct telephone number
Direct email address

Please ensure your complaint clearly states your:
Company name
Your name
Your email
Your telephone number
Your site/contract details (if applicable)
Full complaint details
Your desired resolution

A member of our management team will respond with a full resolution or update within 7 working days following our investigation. If a resolution is not possible within 7 working days and requires further investigation, we will include the actions involved and the timescales for the next update.

Our Contact Details are:
Telephone: 01622 236888
Email: info@luminaenergy.co.uk
Post:
Lumina Energy
1 Abbey Wood Road
Kings Hill
West Malling
Kent
ME19 4YT

Step 2

If you are unhappy with the resolution or update provided within 7 working days this can then be escalated to the Senior Management Team.

Matthew Greenwood – Business Manager
Telephone: 01622 236927
Email: matthew.greenwood@luminaenergy.co.uk

The Senior Manager will then provide a response to the escalation within 7 working days, which will either resolve the complaint or be an update regarding next steps.

Step 3

In the event that we are unable to resolve your complaint, or your complaint remains unresolved for more than 8 weeks, you have the right to escalate directly to the Energy Ombudsman Service. This can be done any time up until 12 months after the initial complaint was raised. The Ombudsman Service is impartial and free for our clients to use.

Website: www.ombudsman-services.org/sectors/energy
Telephone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Post: Ombudsman Services: Energy PO Box 966 Warrington WA4 9DF