Complaints code of practice

There is no charge for raising a complaint. You do not need to use the word "complaint" — if you tell us you are unhappy with something and want a response, we will record and handle it as a complaint under this code.

You can complain to us in either of these ways:

• By email: complaints@lumafibre.co.uk
• In writing: Customer Complaints, Luma Fibre Limited, 238A Telegraph Road, Heswall, Wirral, CH60 0AL

This code covers complaints about any aspect of our service, including:

• Installation
• Availability
• Connection delays
• Speeds
• Performance
• Outages
• Faults
• Wi-Fi
• eero equipment
• Billing
• Payments
• Customer service
• Pre-sale information
• Contracts
• Cancellations
• Early termination charges
• Switching
• Missed appointments
• Any other aspect of the service

We aim to acknowledge your complaint within one working day. Our acknowledgement will explain:

• Your complaint reference
• Our understanding of what has happened
• Who is handling your complaint
• Any further information we need from you
• What happens next and when you can expect an update

We investigate using the information you give us together with our own records, such as account notes, billing history, network and fault records, call and contact logs, and information from any relevant supplier or contractor.

We aim to resolve most complaints within 5 working days. Where a complaint is more complex, we aim to provide a substantive response within 10 working days. These are internal service targets, not limits on your legal rights, and do not restrict your right to escalate at any time.

Depending on what has happened, a remedy may include:

• An explanation of what happened and why
• A correction of an error, such as a billing correction
• A goodwill gesture or bill credit
• A fix to the underlying fault or process
• A change to your account or contract where appropriate

If you are not satisfied with our response, you can ask for your complaint to be escalated to stage 2. A senior member of the team, or our Complaints Manager, will review it — ideally someone who was not responsible for the original decision — and will aim to respond within 5 working days of your escalation request.

If we have reached a genuine deadlock — where we do not believe further internal review will change the outcome — we will issue you a deadlock letter. We will do this as soon as deadlock is genuinely reached; we will not make you wait until six weeks have passed to receive one.

The deadlock letter explains our final position, the reasons for it, and how to refer your complaint to the Communications Ombudsman, including the contact details you need.

If we have not resolved your complaint within six weeks of you first raising it, you have the right to refer it to the Communications Ombudsman without waiting for a deadlock letter. This is a six-week rule, not an eight-week rule.

The Communications Ombudsman is an independent alternative dispute resolution scheme, free to use for eligible customers. Contact details: telephone 0330 440 1614, email enquiry@commsombudsman.org, or write to Communications Ombudsman, PO Box 730, Warrington, WA4 6WU.

Luma Fibre intends to become a member of this scheme, as required for UK broadband providers. Membership has not yet been confirmed as accepted, and this page will be updated once it is.

You can complain if you disagree with an early termination charge, including:

• Whether a charge applies to your situation at all
• The amount charged
• The contract start and end dates used
• The sign-up information you were given
• How the charge was calculated
• Whether we complied with our own terms and the law in applying it

Raising a complaint about a charge, including an early termination charge, does not stop you from also disputing that specific charge — both can be looked at together, and disputing an amount does not prevent your complaint being investigated.

Where a complaint involves eero equipment, we will look separately at the broadband service delivered to your property (the connection itself) and Wi-Fi performance inside your home, because these are affected by different things and may need different fixes.

We will make reasonable adjustments for customers who need them, for example:

• A preferred contact method
• Communications in an accessible electronic format
• Large print
• Extra time to respond
• Support from an authorised representative, carer or advocate

We keep a record of your complaint, including what was raised, our investigation and the outcome, for at least 12 months after it is closed.

We treat a complaint as resolved when you confirm you are satisfied with the outcome, or when we have completed our investigation, given you the outcome, explained your escalation and Ombudsman options, and you have not responded within 28 days. We do not close a complaint purely because time has passed without contacting you or explaining your options.

This code is free to access on our website, and is linked from our Help centre, Contact page and Legal information. It is referenced in our service terms. You can also ask us for a free hard copy, or a copy in an accessible format.