Complaints Policy

This Complaints Policy explains how LUMINARY INC FINANCE LTD ("Luminary", "we", "us", or "our") handles complaints about the e-money and payment services we provide in the United Kingdom.

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 take complaints seriously. They help us identify problems, put things right for you, and improve our services.

1) How to Make a Complaint

You can make a complaint free of charge:

  • By email: support@luminaryinc.com, using the subject line "Complaint";
  • Through the app or web platform: via the support chat in your account.

To help us investigate quickly, please include your name and contact details, the account or transaction concerned, a description of what happened and when, any supporting documents, and the outcome you are seeking.

2) How We Handle Your Complaint

  • We will acknowledge your complaint promptly and investigate it fairly, consistently, and impartially.
  • For complaints relating to our payment and e-money services, we will send you our final response within fifteen business days of receiving your complaint. In exceptional circumstances beyond our control, we will send you a holding reply explaining the delay and will provide our final response no later than thirty-five business days after receipt.
  • For all other complaints, we will send you our final response within eight weeks of receiving your complaint, or explain why we are not yet able to do so and when you can expect it.
  • Our final response will explain the outcome of our investigation, the reasons for it, and any remedial action or redress we will offer.

3) The Financial Ombudsman Service

If you are an eligible complainant (for example, a consumer, micro-enterprise, or small business) and you are not satisfied with our final response, or if you have not received a final response within the timeframes above, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free and independent service for resolving disputes between customers and financial services firms. You must normally refer your complaint to the FOS within six months of the date of our final response.

Financial Ombudsman Service

Exchange Tower, Harbour Exchange Square, London, E14 9SR

Telephone: 0800 023 4567

Website: www.financial-ombudsman.org.uk

Further information about the FOS, including whether you are eligible to use it, is available on its website. Our final response will also include details of your right to refer your complaint to the FOS.

4) Complaints About Personal Data

If your complaint concerns how we handle your personal data, please see our Privacy Policy. You may also lodge a complaint with the Information Commissioner’s Office (ICO) at https://ico.org.uk.

5) Records and Monitoring

We keep records of complaints we receive and how they were resolved, and we use this information to monitor the quality of our services and to prevent issues from recurring.

6) Contact

Luminary Inc Finance Ltd

Company number 11366159

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

Email: support@luminaryinc.com

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