We aim to resolve all complaints within 5 working days
But if it takes more than 8 weeks, or we can’t agree a solution, we’ll remind you that you have the right to ask Ombudsman Services to investigate the issue. Ombudsman Services: Energy are an independent organisation that resolves disputes between customers and their energy suppliers. The service is completely free and we have to do whatever they recommend, so long as you agree with their decision.
This could mean giving you an apology, explaining what went wrong, fixing the problem or giving you compensation. You can speak to them on 0330 440 1624 or at firstname.lastname@example.org.
You can contact Citizens Advice at any point during the complaints procedure via their online webform, or by calling the Citizens Advice Consumer Helpline on 03454 04 05 06. They provide free, confidential and impartial advice on consumer issues. Read more about your rights.
Sales and marketing
All our sales and marketing activities are carried out honestly and professionally. We are also careful to make sure all companies or people acting on our behalf are meeting the standards we pride ourselves on. Any complaints about this will be fully investigated.
Our complaints process
Lumo Energy’s complaints procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. You can get a copy from: www.legislation.gov.uk. You can view Lumo’s complaints performance reports, here.