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This Complaints Policy explains how LUMINARY INC FINANCE LTD (“Luminary”, “we”, “us”, or “our”) handles complaints from clients and users of our UK services. We are committed to providing a high standard of service, and we take every complaint seriously.

Luminary Inc Finance Ltd is a company incorporated in England and Wales (company number 11366159) with its registered office at 29 Finsbury Circus, London, EC2M 5SQ, United Kingdom, and is registered with the Financial Conduct Authority as a small electronic money institution (Firm Reference Number 900904).

We handle complaints in accordance with the rules of the Financial Conduct Authority (FCA), including the Dispute Resolution: Complaints sourcebook (DISP), and the Payment Services Regulations 2017.

1) What Is a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the products or services we provide, where you are seeking a response.

2) How to Make a Complaint

You can contact us:

  • by email: support@luminaryinc.com
  • by post: 29 Finsbury Circus, London, EC2M 5SQ, United Kingdom
  • via the contact form on our website

To help us investigate quickly, please include your name and account details, a clear description of your complaint, and how you would like it to be resolved.

3) How We Handle Your Complaint

  • We will acknowledge your complaint promptly after we receive it.
  • We will investigate it fairly and thoroughly, and keep you informed of our progress.
  • We will send you our final response in writing.

4) Our Timescales

For complaints relating to payment services or electronic money, we will send you a final response within 15 business days of receiving your complaint. In exceptional circumstances beyond our control, we will send you a holding response explaining the delay and provide our final response within 35 business days of receipt.

For any other complaint, we will send you a final response within eight weeks of receiving it. If we are unable to resolve your complaint within this period, we will write to explain why and tell you when you can expect a response.

5) If You Are Not Satisfied: The Financial Ombudsman Service

If you are an eligible complainant and you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint without it being resolved, you may refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is a free and independent service for resolving disputes.

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.

Financial Ombudsman Service

Exchange Tower, London E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: financial-ombudsman.org.uk

Eligibility to use the Financial Ombudsman Service depends on your circumstances, including whether you are a consumer, a micro-enterprise, a small business, a charity, or a trust. The Financial Ombudsman Service can confirm whether it is able to consider your complaint.

6) Records

We keep records of complaints and the steps taken to resolve them in accordance with our regulatory obligations.

7) Contact

If you have any questions about this Policy, please contact:

Luminary Inc Finance Ltd

Company number 11366159

29 Finsbury Circus, London, EC2M 5SQ, United Kingdom

Email: support@luminaryinc.com

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