Complaints Procedure

How to Make a Complaint

You may submit a complaint by:

• Email: info@luminacaretherapy.co.uk
• Post: Lumina Care Therapy, Office 132, Unit 5, 399–405 Oxford Street, Mayfair, London, W1C 2BU, United Kingdom
• Via the Platform: using the in-app support or contact feature

Please include your name, account email address, a description of the complaint, the date(s) involved, and the outcome you are seeking. The more detail you can provide, the more effectively we can investigate.

Our Complaints Process

1. Acknowledgement: We will acknowledge receipt of your complaint within 3 working days of receiving it.
2. Investigation: We will investigate your complaint fully, gathering relevant information from our records and, where appropriate, from the relevant therapist.
3. Initial Response: We aim to provide a substantive written response within 14 calendar days of acknowledgement. Where this is not possible due to complexity, we will notify you of the delay and a revised timeframe.
4. Escalation: If you are not satisfied with our initial response, you may request escalation to a senior member of staff. Please state clearly that you wish to escalate. We will provide a final written response within 21 calendar days of your escalation request. This constitutes our final position on the matter.

Complaints About Clinical Care

Where a complaint concerns the clinical care provided by a therapist, the therapist retains clinical responsibility as an independent contractor and may also be subject to their professional body's complaints and disciplinary processes.

Lumina will investigate the Platform-related aspects of any such complaint. Where the complaint raises concerns about a therapist's professional conduct, we will pass relevant information to the therapist and, where appropriate, report to their professional body. Therapist professional bodies include:

• HCPC: hcpc-uk.org/concerns
• BACP: bacp.co.uk/professional-conduct
• UKCP: psychotherapy.org.uk
• BPS: bps.org.uk

Data Protection Concerns

If your complaint relates to how we have handled your personal data, you may also raise a concern directly with the Information Commissioner's Office (ICO):

• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113

We would encourage you to contact us in the first instance, but you are entitled to approach the ICO directly at any time.

Alternative Dispute Resolution

If you are not satisfied with the outcome of our complaints process, you may be able to refer the matter to an Alternative Dispute Resolution (ADR) scheme.

Lumina Care Therapy is not currently a member of a formal ADR scheme. You may seek independent advice from Citizens Advice (citizensadvice.org.uk), or pursue resolution through the courts. We remain committed to resolving all complaints fairly and will always consider reasonable proposals to settle a dispute without formal proceedings.

Your statutory rights are not affected by our complaints procedure.