In short: tell us what went wrong at hello@lumoshub.com. We acknowledge within 5 working days and aim to give you a full answer within 14 days. If you are still unhappy, a director reviews it, and we tell you where else you can go.
How to complain
We want to hear when something isn't right, whether it is about Lumos, a payment, how we have treated you, or how we have used your personal data. You can complain:
- by email to hello@lumoshub.com, with "Complaint" in the subject line;
- by post to [postal address for complaints and notices];
- in any other way you contact us. We will treat it as a complaint if that is what it is.
It helps if you tell us your name and the email address on your account, what happened and when, and what you would like us to do. Include any screenshots or reference numbers you have. You don't need to use any particular words or form.
What happens next
- We acknowledge your complaint within 5 working days, tell you who is dealing with it, and when to expect an answer.
- We look into it properly and fairly. We may ask you for more information.
- We give you our answer within 14 days of receiving your complaint, explaining what we found and what we will do to put things right. If it will take longer, we tell you why and keep you updated at least every 14 days.
- If you are not happy with our answer, reply and ask for a review. A director who was not involved will review your complaint and give you our final response within 14 days.
We keep a record of complaints and what we did, so we can learn from them. We keep it for 2 years after the complaint is closed, as our privacy notice explains.
Complaints about your personal data
You have a legal right to complain to us if you think we have not handled your personal data properly. We acknowledge these complaints within 30 days at the latest (and usually within 5 working days), look into them without undue delay, keep you informed of progress, and tell you the outcome. If you are not satisfied, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
If your complaint is about a document an accountant or other business sent you through Lumos E-Signature, that business controls your data, so we will pass your complaint to them and help them answer it.
Complaints about accessibility
If something on our website or in Lumos is hard to use because of a disability, tell us and we will help straight away. Our accessibility statement explains more. If you are not happy with our response, you can contact the Equality Advisory and Support Service (EASS) at equalityadvisoryservice.com.
If we can't resolve it
- Individuals: [name of the alternative dispute resolution (ADR) provider we use, or: we do not currently use an ADR provider]. Citizens Advice can tell you about your rights on 0808 223 1133 or at citizensadvice.org.uk. You can also make a claim through the small claims court.
- Business customers: the courts of England and Wales, as our terms explain.
- Payment disputes: you may also be able to ask your card provider for a chargeback.
Lumos is a software product. It is not an accountancy service, so complaints about Lumos are not handled by an accountancy professional body.