If you want to make a complaint about us, then in the first instance you should contact the Complaints Department by sending an email to email@example.com. Please tell us the service you wish to make a complaint about and your phone number and we’ll try to call you to resolve your complaint verbally. If we cannot resolve your complaint over the phone, you can make a formal complaint in writing:
By Email: Electronically, you can send your complaint along with any supporting evidence via email to: firstname.lastname@example.org
By Post: By hard copy, you can send your complaint along with any supporting evidence by letter:
Luma Media Ltd
1st Floor Cloister House Riverside,
New Bailey Street,
Manchester, England, M3 5FS
For information about how we handle your personal information, please read our privacy notice.
We will aim to resolve your complaint as soon as possible and we will acknowledge receipt of your complaint within 7 working days. We will provide you with details of how to get in contact with your complaint’s handler within such acknowledgement.
Your complaint will be handled by the most appropriate member of staff with the experience to handle your complaint efficiently.
Within 30 calendar days of all the necessary information to investigate your complaint being received, we will respond to your complaint with our decision and any subsequent action to be taken.
If after this period and any subsequent attempts to resolve your complaint, you cannot settle your complaint with us and/or:
You have the right to consider and take any further action you deem necessary.