COMPLAINT HANDLING PROCEDURE
1. Statement of Commitment
Luminex Power Limited is committed to providing a professional, transparent, and high standard of service. We recognise that, on occasion, customers may be dissatisfied with aspects of our service. Where this occurs, we are committed to addressing complaints promptly, fairly, and impartially. All complainants will be treated with courtesy, respect, and consideration at all times.
2. Availability of This Procedure
This Complaint Handling Procedure is publicly available on our website at luminexpower.co.uk. A copy may also be provided free of charge by email or post upon request.
3. Making a Complaint
Customers may submit complaints and progress them through each stage of the process by telephone, email, in writing (by post), or in person where applicable.
Contact details for complaints:
Luminex Power Limited
Email: admin@luminexpower.co.uk
Telephone: +44 7804 401353
Address: 144-146 East Barnet Road, Barnet, EN4 8RD, United Kingdom
4. Complaint Handling Process
Acknowledgement
All complaints will be acknowledged promptly and normally within five working days of receipt.
Investigation
Complaints will be investigated thoroughly, objectively, and without undue delay. This may involve reviewing records, correspondence, or contacting relevant parties.
Final Response
A full written response will be issued as soon as reasonably practicable and no later than eight weeks from the date the complaint was received.
5. Resolution of Complaints
Where complaints are upheld, Luminex Power Limited may provide resolution through:
- Provision of a detailed explanation or clarification
- Issuing a formal apology where appropriate
- Offering a goodwill gesture
- Payment of compensation where justified
- Implementation of corrective or preventative measures
6. Escalation to the Energy Ombudsman
If we are unable to resolve a complaint to the customer's satisfaction, or if a complaint remains unresolved after eight weeks from the date it was first raised, the customer has the right to refer the complaint to the Energy Ombudsman. The Energy Ombudsman is an independent, impartial alternative dispute resolution service, and its service is provided free of charge to consumers.
Energy Ombudsman contact details:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF
Telephone: 0330 440 1624
Email: enquiry@energyombudsman.org
7. Record Keeping
Luminex Power Limited maintains comprehensive records of all complaints received, including dates, details of the complaint, correspondence, actions taken, and final outcomes. These records are retained in accordance with regulatory requirements.
8. Continuous Improvement
Complaints are reviewed on a regular basis to identify trends, root causes, and opportunities for improvement. This forms part of our ongoing commitment to service quality and regulatory compliance.
9. Fair Treatment and Accessibility
Submitting a complaint will not prejudice a customer's relationship with Luminex Power Limited. All complaints are handled impartially, and reasonable steps are taken to ensure the complaints process is accessible to all customers.