Complaints Procedure
We take every complaint seriously and aim to resolve issues swiftly
Our Commitment to You
At Luum Resolutions, we strive for excellence in every interaction. If you're unhappy with any aspect of our service, we want to know about it so we can put things right. Your feedback helps us improve.
Step 1: Contact Us
Email your complaint to complaints@luumresolutions.co.uk or write to our registered address. Please include:
- Your name and case reference number
- A clear description of your complaint
- The outcome you are seeking
- Any supporting documentation
Step 2: Acknowledgement
We will acknowledge receipt of your complaint within 24 business hours and assign a senior team member to investigate your case.
Step 3: Investigation
We conduct a thorough, impartial review of your complaint. We aim to resolve all complaints within 5 business days. For complex matters, we may require up to 8 weeks, during which we will provide regular updates.
Step 4: Resolution
We provide a written response outlining:
- Our findings and conclusions
- Any corrective action we have taken or will take
- The reasons for our decision
- Details of how to escalate if you remain unsatisfied
Step 5: Escalation
If you are not satisfied with our resolution, you may:
- Request an internal review by a different senior team member
- Contact the Financial Ombudsman Service where applicable
- Seek independent legal advice
- Contact the ICO for data protection complaints (ico.org.uk)