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Lumina Consultancy Limited

Lumina Consultancy Limited Complaints Procedure

Version 30.11.2019


Lumina Consultancy Limited is committed to providing high-quality services. We value complaints and use information from them to help us improve our services. If something goes wrong or you are dissatisfied with our services, please tell us. This document describes our complaints procedure and how to make a complaint. It also tells you about our standards and what you can expect from us.

What is a complaint?

A complaint is any expression of dissatisfaction about any aspect of our services.

What can I complain about?

You can complain about things like:

  • delays in responding to your enquiries and requests
  • failure to provide a service
  • our standard of service
  • treatment by or attitude of a member of staff

Your complaint may involve more than one organisation or be about someone working on our behalf.

What can’t I complain about?

There are some things we can’t deal with through our complaints procedure. These

include:

  • a routine, first-time request for a service, for example a first-time request for a new hosting contract
  • requests for compensation.

If other procedures or rights of appeal can help you resolve your concerns, we will give you information and advice that may help you.

Who can complain?

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.

How do I complain?

You can make your complaint in person, by telephone, by e-mail or in writing to the named person on your contract with Lumina Consultancy Limited.

We will always try to deal with your complaint immediately , but if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

We will acknowledge your complaint within three working days.

We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is a good reason for needing more time.

Lumina Consultancy Limited

Lumina Consultancy are software programming, web development and web security specialists. We build it, we host it, and we keep it safe. Please get in touch to learn more about us and our work.

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