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Complaints

How to complain about our services

If you want to make a complaint about us, then in the first instance you should contact the Complaints Department by sending an email to complaints@lumamedia.co.uk. Please tell us the service you wish to make a complaint about and your phone number and we’ll try to call you to resolve your complaint verbally. If we cannot resolve your complaint over the phone, you can make a formal complaint in writing:

By email: If any supporting evidence is available electronically, you can send your complaint via email to: complaints@lumamedia.co.uk

By post: If any supporting evidence is in hard copy, you can send your complaint by letter to:

Complaints Department
Impressia International DMCC
146 Gold Tower
JLT, Dubai,
United Arab Emirates

For information about how we handle your personal information, please read our privacy notice.

How we will deal with your complaint.

We will aim to resolve your complaint as soon as possible and we will acknowledge your complaint within 7 working days, so you know that we are dealing with it. We will also let you know who will be dealing with the complaint and how you can contact them.

In most cases, the person who dealt with you in the first instance will check to see if they can resolve your complaint by providing you with further information or clarification about any decisions that have been reached. If they can't do that, they will share your complaint with an appropriate manager, who will look at what we have done and why.

Once a manager has considered your complaint, you will receive a final response from us that will tell you what has been decided. This final response will be within 30 calendar days of the complaint being raised with the manager.

If you cannot settle your complaint with us and you remain dissatisfied about any aspect of our service or you think we have not acted properly or fairly, or if your complaint relates to the way in which we have interpreted the law and you want to challenge our interpretation of the law, you should consider seeking legal advice.