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Complaints Policy

Last updated 10th January, 2023

1. Definitions

     1.1    In this Complaints Policy the following expressions have the following meanings:

 

     “Appeal”                                   means your request to escalate a Complaint from Level One to Level Two if you are                                                              not satisfied with the outcome at Level One;

     “Appeal Handler”                   means an employee of LUXEIA LTD working at Management Level who will handle                                                               Level Two Complaints;

     “Business Day”                        means, any day (other than Saturday or Sunday) on which ordinary banks are open                                                               for their full range of normal business in the UK;

     “Complaint”                             means a complaint about services sold by LUXEIA LTD, about our customer service,                                                               or about our employees;

     “Complaint Handler”             means an employee of LUXEIA LTD working at <<insert level>> who will handle Level                                                            One Complaints;

     “Complaints Policy”                means this document;

     “Complaints Procedure”        means the internal complaints handling procedure of LUXEIA LTD which is followed                                                             when handling a Complaint and is available from <<insert location(s)>> for your                                                                     reference;

     “Complaint Reference”           means a unique code assigned to your Complaint that will be used to track your                                                                    Complaint;

     “Level One”                                means the first stage in our complaints handling procedure under which your                                                                       Complaint will be handled by a Complaint Handler; and

     “Level Two”                                 means the second stage in our complaints handling procedure under which you                                                                    may appeal the outcome of a Level One Complaint.  Your Complaint will be                                                                              handled by an Appeal Handler.

 

2. Purpose of this Complaints Policy

     2.1    LUXEIA LTD welcomes and encourages feedback of all kinds from our customers.  If you have a Complaint                    about our services, our customer service, or about our employees, not only do we want to resolve it to your                  satisfaction but we also want to learn from it in order to improve our business and customer experience in                  the future.

     2.2    It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal                                    investigations or external bodies.  In particular, the aims of this Complaints Policy are:

              2.2.1    To provide a clear and fair procedure for any customers who wish to make a Complaint about LUXEIA                            LTD, our services, our customer service, or about our employees;

              2.2.2    To ensure that everyone working for or with LUXEIA LTD knows how to handle Complaints made by                               our customers;

              2.2.3    To ensure that all Complaints are handled equally and in a fair and timely fashion;

              2.2.4    To ensure that important information is gathered from Complaints and used in the future to avoid                                 such a situation arising again.

 

3. What this Complaints Policy Covers

     3.1    This Complaints Policy applies to the provision of services by LUXEIA LTD, to our customer service and to                        our employees.

     3.2    For the purposes of this Complaints Policy, any reference to LUXEIA LTD also includes our employees.

     3.3    Complaints may relate to any of our activities and may include (but not be limited to):

              3.3.1    The quality of customer service you have received from LUXEIA LTD;

              3.3.2    The behaviour and/or professional competence of our employees;

              3.3.3    Delays, defects, poor workmanship or other problems associated with the provision of services by                                   LUXEIA LTD;

     3.4    The following are not considered to be Complaints and should therefore be directed to the appropriate                        department:

              3.4.1    General questions about our services;

              3.4.2    Matters concerning contractual or other legal disputes;

              3.4.3    Formal requests for the disclosure of information, for example, under applicable legislation;

 

4. Making a Complaint

     4.1    All Complaints, whether they concern our services, our customer service, or our employees , should be                          made in one of the following ways:

              4.1.1    In writing, addressed to LUXEIA LTD, 41 Monteigne Drive, Durham, DH6 5QB;

              4.1.2    By email, addressed to Connor Thompson at [email protected];

              4.1.3    By contacting us by telephone on 0191 303 6273.

     4.2    When making a Complaint, you will be required to provide the following information in as much detail as is                reasonably possible:

              4.2.1    Your name, address, telephone number and email address (We will contact you using your preferred                             contact method as your Complaint is handled);

              4.2.2    If you are making a Complaint on behalf of someone else, that person’s name and contact details as                              well as your own;

              4.2.3    If you are making a Complaint about a particular transaction, the invoice number;

              4.2.4    If you are making a Complaint about a particular employee of ours, the name and, where                                                   appropriate, position of that employee;

              4.2.5    Further details of your Complaint including, as appropriate, all times, dates, events, and people                                        involved;

              4.2.6    Details of any documents or other evidence you wish to rely on in support of your Complaint;

              4.2.7    Details of what you would like LUXEIA LTD to do to resolve your Complaint and to put things right.                                  (Please note that whilst we will make every reasonable effort to accommodate such requests, we are                              not bound to take any action beyond that which we may be contractually or otherwise legally                                          obliged to take.)

 

5. How We Handle Your Complaint

     5.1    LUXEIA LTD operates a two-stage complaints handling procedure. Following our Complaints Procedure,                       our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level                     Two. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two.

     5.2    Level One:

              5.2.1    Upon receipt of your Complaint, the Director identified above in Section 4.1 will log the                       

                         Complaint in our complaints system and will acknowledge receipt of it in writing within 14 days,                                       giving you a Complaint Reference.

              5.2.2    When we acknowledge receipt of your Complaint we will also provide details of your Complaint                                      Handler.  This may be the Director to whom your original Complaint was directed (as                                                            above) or your Complaint may be assigned to another appropriate member of our team.

              5.2.3    If your Complaint relates to a specific employee, that person will be informed of your Complaint and                              given a fair and reasonable opportunity to respond.  Any communication between you and the                                        employee in question should take place only via the Complaint Handler and we respectfully ask that                              you do not contact the employee in question directly concerning the Complaint while we are                                          working to resolve it.

              5.2.4    If we require any further information or evidence from you, the Complaint Handler will contact you                                as quickly as is reasonably possible to ask for it.  We ask that you use reasonable efforts to supply any                              such information or evidence quickly in order to avoid delaying the complaints handling process.  If                                you are for any reason unable to provide such information or evidence we will use all reasonable                                      efforts to proceed without it, however please be aware that we will not ask for further information or                              evidence unless we consider it important to the successful resolution of your Complaint.

              5.2.5    We aim to resolve Level One Complaints within 30 days, however in some cases, particularly if your                                Complaint is of a complex nature, this may not be possible.  If this is not possible for any reason you                                will be informed of the delay, the likely length of the delay and the reasons for it.

              5.2.6    At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide                              you with full details of our investigation, our conclusions from that investigation, and any action                                      taken as a result.  You will also be reminded of your right to appeal our decision and escalate the                                      complaint to Level Two in the form of an Appeal.

     5.3    Level Two:

              5.3.6    If you are not satisfied with the resolution of your complaint at Level One, you may appeal the                                          decision within 7 days, and have the complaint escalated to Level Two. Appeals are handled by                                        management level members of our team.

              5.3.6    Appeals, quoting your original Complaint Reference, should be directed to your original Complaint                                Handler who will forward the request to an appropriate Appeal Handler.  Receipt of Appeals will be                                acknowledged in writing within 14 days.  When we acknowledge receipt of your Appeal we will also                                provide details of your Appeal Handler.

              5.3.6    If your Complaint relates to a specific employee, that person will be informed of your Appeal and                                    given a further opportunity to respond.  Any communication between you and the employee in                                      question should take place only via the Appeal Handler and we respectfully ask that you do not                                        contact the employee in question directly concerning the Complaint while we are working to resolve                            it.

              5.3.6    If we require any further information or evidence from you, the Appeal Handler will contact you as                                  quickly as is reasonably possible to ask for it.  We ask that you use reasonable efforts to supply any                                  such information or evidence to us quickly in order to avoid delaying the complaints handling                                          process.  If you are for any reason unable to provide such information or evidence we will use all                                        reasonable efforts to proceed without it, however please be aware that we will not ask for further                                    information or evidence unless we consider it important to the successful resolution of your                                              Complaint.

              5.3.6    We aim to resolve Level Two Complaints within 30 days, however in some cases, particularly                                               if your Complaint is of a complex nature, this may not be possible.  If this is not possible for any                                         reason you will be informed of the delay, the likely length of the delay and the reasons for it.

              5.3.6    At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full                            details of our investigation, our conclusions from that investigation, and any action taken as a result.                              Our decision at this stage is final.

 

6. Confidentiality and Data Protection

     8.1    All Complaints and information relating thereto are treated with the utmost confidence.  Such information                  will only be shared with those employees of LUXEIA LTD who need to know in order to handle your                                Complaint.

     8.1    We may ask for your permission to use details of your Complaint (with your personal details removed) for                      internal training and quality improvement purposes.  If you have given such permission, you may revoke it                  at any time by contacting Connor Thompson, whose details are provided above in Section 4.1.

     8.1    All personal information that we may collect (including, but not limited to, your name and address) will be                   collected, used and held in accordance with the provisions of UK data protection law (including but not                       limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications                         Regulations 2003) and your rights thereunder, as set out in our Privacy Notice.

 

7. Questions and Further Information

     If you have any questions or require further information about any aspect of this Complaints Policy or about our       Complaints Procedure, please contact LUXEIA LTD by post at 41 Monteigne Drive, Durham, DH6 5QB, by                       telephone on 0191 303 6273, or by email at [email protected].

 

8. Policy Responsibility and Review

     8.1    Overall responsibility for this Complaints Policy within LUXEIA LTD and the implementation thereof lies with               Directors.

     8.2    This Complaints Policy is regularly reviewed and updated as required.

     8.3    This Complaints Policy was adopted on 01/01/2023.

     8.4    This Complaints Policy was last reviewed on 01/01/2023.

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