Complaints Procedure

How to Make a Complaint

You can make a complaint in any of the following ways:

By Post:

 Lucent Energy

 2 High Street

 Tunbridge Wells

 Kent, TN1 1UX

By Phone: 01732 22 22 92

By Email:  info@lucentenergy.co.uk

Please include your name, contact information, and as much detail as possible regarding the issue you’re experiencing, including relevant dates and any supporting information.

Our Complaints Process – What to Expect

  1. Acknowledgement

 We will acknowledge your complaint within 3 working days of receiving it.

  • Investigation

 We will investigate your complaint thoroughly and fairly, ensuring all sides are heard. This may involve speaking with staff involved, reviewing documentation, or arranging further communication with you to clarify any points.

  • Initial Response

 We aim to provide a full response within 10 working days. If the matter is complex and requires longer, we will keep you informed and provide updates at regular intervals.

  • Resolution

 Where your complaint is upheld, we will take appropriate steps to resolve it. This may include:

  • An apology
  • A goodwill gesture
  • Remedial action
  • Compensation (where appropriate)

We will always explain the outcome and any actions taken.

Record Keeping

We keep a secure log of all complaints. This includes:

  • Date the complaint was received
  • Name and contact details of the complainant
  • Summary of the complaint
  • Actions taken
  • Outcome and final resolution
  • Relevant dates and correspondence

This helps us track issues, improve our service, and demonstrate compliance with complaint-handling regulations.

If We Can’t Resolve Your Complaint

If you are not satisfied with the resolution we offer, or if 8 weeks have passed since you first raised your complaint and it remains unresolved, you can escalate your complaint to the Energy Ombudsman — an independent and impartial Alternative Dispute Resolution (ADR) service.

This service is free of charge to you and they will investigate the matter fairly. The Ombudsman can require us to take action such as:

  • Apologising
  • Providing an explanation
  • Taking corrective action
  • Offering compensation

Energy Ombudsman Contact Details

Energy Ombudsman

 P.O. Box 966

 Warrington, WA4 9DF

 Phone: 0330 440 1624

 Email: enquiry@energyombudsman.org

 Website: www.energyombudsman.org