Customer experience is central to how we work at Lumina Energy.

We ensure our team members provide the highest standards of service and in the unlikely event you are unsatisfied and want to raise a complaint, you can find our complaints procedure below.

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 always informed of the progress.

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
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
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 – 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 clients to use.

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

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