Complaints and Grievance Policy

At Lucent, we believe in open, honest conversations.

If something doesn’t feel right, we want to hear about it. Not just to put things right, but to learn and improve.

As part of our commitment to transparency, we’ve set out how concerns can be raised and how we’ll handle them.

Who this applies to

This process is open to anyone we work with - clients, suppliers, partners, collaborators, and members of the public.

What you can raise

You can raise a concern about anything that doesn’t feel right, including:

  • The quality of our service
  • Professional or ethical conduct
  • Health and safety concerns
  • Environmental or sustainability practices
  • Human rights or fair treatment
  • Breaches of laws, regulations or our own standards

If something feels off, trust your instinct - we’d rather hear it than miss it.

How to raise a concern

We keep things simple:

If you’d prefer to make something more formal, you can send your concern in writing to us and we’ll take it from there.

What happens next

Once we receive your concern:

  • We’ll acknowledge it quickly, so you know it’s with us
  • We’ll carry out a fair and thorough review
  • We may get in touch if we need more information

We aim to resolve things as quickly as possible. Most cases are reviewed within 30 days, depending on complexity.

Once our review is complete, we’ll share a clear outcome and explain our decision.

If you’re not happy with the outcome

If you don’t feel we’ve resolved things properly, you can ask for your case to be reviewed again by a senior member of the team or an independent party.

We’ll explain the next steps when we respond.

Confidentiality and fairness

We treat all concerns seriously and handle them with care:

  • Everything is kept confidential wherever possible
  • Information is only shared when necessary
  • You won’t be treated differently for raising a concern in good faith

Speaking up is always the right thing to do.

Speaking up (Whistleblowing)

If you’d prefer to raise a concern more discreetly, you can speak directly to a Director or raise it with an independent external body.

We are committed to:

  • Protecting anyone who raises concerns
  • Preventing retaliation of any kind
  • Handling matters fairly and responsibly

Keeping things on track

We keep records of concerns (confidentially), review themes regularly, and update our approach where needed.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4567.