We aim to get things right the first time. If we don't, here's exactly how we'll put it right — clearly, fairly, and free of charge.
We aim to offer the highest standard of service for the full length of your contract with us. If something falls short and you'd like to raise a complaint, we take it seriously — we'll look into it and work to put things right as quickly as we reasonably can.
We welcome feedback of every kind, and we use it to keep improving how we work. If you're ever unhappy with any part of our service, we want the chance to make it right. Our complaints process is impartial, free to use, and every customer who raises a concern will be treated with courtesy and respect throughout.
Most concerns are resolved at the very first stage. But in the rare case that a complaint needs to go further, here is our full process from start to finish.
A complaint is any expression of dissatisfaction with the service you've received from Luminance Solutions. You can raise it in writing, by email, over the phone, or in any other way that suits you. Please share as much detail as you can — what happened and what outcome you're hoping for. We keep a record of every complaint we receive.
You'll hear back from us — in writing or electronically — within five business days of us receiving your complaint. We'll let you know who's handling it on our end. Wherever we can, that person won't have been directly involved in the original issue, and they'll have the authority to actually resolve it.
Within two weeks of receiving your complaint, we'll send you one of the following: a final response that fully addresses your complaint, or a holding response explaining why we're not quite ready to resolve it yet, along with when we'll next be in touch. If we don't hear back from you within seven days of our final response, we'll take that as confirmation you're satisfied with the outcome.
If our final response doesn't sit right with you, we're glad to take another look. That said, without new evidence or a clear flaw in our original findings, a second review is unlikely to change the outcome.
We commit to sending a final response that properly addresses your complaint no later than eight weeks from the day we received it.
If you're still unhappy with our final response — or if eight weeks have passed without resolution — you're entitled to take your complaint to the Dispute Resolution Ombudsman or the Energy Ombudsman. Both services are independent, impartial, and free to use.
Our team is on hand to help directly — call 0800 246 5265 or email hello@luminancesolutions.co.uk, and we'll take it from there.