Complaints

How to make a complaint

You can contact us in any of these ways:

1. Use our contact form and select Complaint as the subject.
2. Email the customer care team for your country (details below).
3. Speak with a team member at your nearest LotusFX branch.

What to include

To help us investigate quickly, please provide:

• Your full name and best contact details
• Date, branch or channel involved (website, app, Click & Collect, phone, or in store)
• Transaction, order or reference number if you have one
• A clear description of what happened and how you would like it resolved
• Any supporting documents or correspondence

What happens next

When we receive your complaint, we will:

1. Acknowledge your complaint within 1–2 working days
2. Gather and evaluate information about your complaint
3. Respond to you within 20 working days where possible
4. In some cases, take up to 40 working days to fully resolve the matter

We investigate fairly and keep you updated where needed. We confirm the outcome and any next steps in writing where appropriate. If we need more time, we will let you know.

Customer care contacts