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Your experience with us matters!

Customer Experience is central to how we work at Lumina Energy. We train our staff to achieve the highest standards of service and in the unlikely event you are unsatisfied and wise to raise a complaint, this is our Complaints Procedure.

Our Step by Step process

The below outlines how we take a structured approach to ensure a complaint is managed properly through to a resolution and the customer is kept informed of the progress at all times.


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.

Telephone: 01622 236888



Lumina Energy
1 Abbey Wood Road
Kings Hill
West Malling
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 – Lumina Business Manager
Telephone: 01622 236927

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 client’s to use.

Telephone: 0330 440 1624
Post: Ombudsman Services: Energy PO Box 966 Warrington WA4 9DF