Complaints Handling Policy
Luramic is committed to maintaining high standards of service and professionalism in all aspects of its business operations.
If a client is dissatisfied with any aspect of our services, we encourage them to notify us as soon as possible so that the matter can be reviewed and resolved fairly, efficiently, and transparently.
We treat all complaints seriously and aim to investigate each case objectively and without unnecessary delay.
How to Submit a Complaint
Complaints should be submitted in writing and include sufficient information to allow us to identify and investigate the matter:
- Full name and company name (if applicable)
- Contact details
- Account number or reference number
- Description of the complaint
- Relevant dates and supporting documentation
- Desired resolution, where applicable
Complaints may be submitted via the standard communication means available under the Contacts section.
Complaint Review Process
Upon receipt of a complaint, Luramic will:
- Acknowledge receipt of the complaint
- Review all relevant information and supporting documents
- Conduct an internal investigation
- Communicate the outcome to the complainant
Additional information or documentation may be requested where necessary to complete the investigation.
Luramic will make reasonable efforts to resolve complaints promptly and keep clients informed throughout the review process.
Resolution
Following completion of the investigation, Luramic will provide a written response outlining:
- The findings of the investigation
- Any corrective actions taken, where applicable
- The final decision regarding the complaint
Where appropriate, remedial measures may be implemented in accordance with applicable regulations and internal policies.
Escalation Procedures
If a complainant is not satisfied with the outcome of the investigation, they may request that the matter be reviewed further through the applicable regulatory or dispute resolution channels available within the relevant jurisdiction.
Information regarding available escalation procedures will be provided upon request.
Record Keeping
Luramic maintains records of all complaints received, including supporting documentation, investigation findings, and final outcomes.
Complaint records are retained in accordance with applicable regulatory requirements and internal compliance procedures.
Contact Us
If you have questions regarding this Complaints Handling Policy, please contact us. Your request must include your name and other information needed for the identification, as well as for the full and complete processing of your request.