Complaints procedure

If something goes wrong, we want to hear about it, and we want fixing it to be straightforward. This page explains how to raise a complaint, what happens next, the timelines we hold ourselves to, and the further route open to you if you are not satisfied with our answer.

1. Our commitment

A complaint is any expression of dissatisfaction, whether about the platform, the service, a charge or a member of staff. Every complaint is treated seriously, recorded formally, and handled by someone with the authority to put matters right. You will never be penalised, treated less favourably or have your service degraded for complaining, and raising a complaint never affects your right to withdraw your funds under the withdrawal policy.

2. The process, step by step

  1. You raise the complaint. Email [email protected] with the word "Complaint" in the subject line, or tell any member of staff, who must register it the same day.
  2. Acknowledgement. We confirm in writing that the complaint is registered, give you a reference number, and name the person handling it. This happens within one business day.
  3. Investigation. The handler gathers the facts: account records, audit logs, communications and statements from the people involved. Where the complaint concerns money movement, the relevant transaction is reviewed line by line.
  4. Response. You receive a full written answer: what we found, what we concluded, and what we will do about it, whether that is a correction, a refund of a charge, a change of process or an explanation of why the outcome stands.
  5. Right of review. If you are not satisfied, you may ask for the complaint to be reviewed at senior level, and you retain the external route described in section 5 at any time.

3. What to include, and what not to send

To investigate quickly we need: your name and the email address of your account, the date and approximate time of the events, a clear description of what happened and what you expected instead, any relevant reference numbers or amounts, and copies of any messages or screenshots that relate to the matter.

Please never include in an email: your account password, one-time codes, full card numbers or the sensitive pages of identity documents. A complaint needs the story, not the credentials; anything sensitive is collected only through the secure platform channels when genuinely required.

4. Timelines

Acknowledgement is sent within one business day of receipt. Most complaints are resolved within five business days, and you receive a holding update every five business days for any complaint still open, explaining what is outstanding and when we expect to conclude. A final response is issued no later than eight weeks from the date the complaint was registered, which mirrors the standard UK financial-services timeframe.

If we cannot meet the eight-week deadline, we write to you before it passes, explain the reason for the delay, tell you when we expect to finish, and remind you of your right to refer the matter externally in the meantime.

5. External dispute resolution

If you have received our final response and remain dissatisfied, or if eight weeks have passed without one, you may refer the complaint to the Financial Ombudsman Service, the established external dispute-resolution route for financial services in the United Kingdom. The Ombudsman is independent of Luminvestry and its decision procedure, eligibility criteria and time limits are published by the service itself; we will confirm your eligibility to use it in our final response letter.

Referring a complaint externally is free for consumers, does not require a representative, and does not affect any other legal rights you may have.

6. Our commitments to you

  • Transparency: you will always know who is handling your complaint, what stage it is at, and what the next step is.
  • Objectivity: complaints are investigated by staff who were not involved in the events complained of, and conclusions follow the recorded evidence.
  • Confidentiality: the fact and content of your complaint are shared only with those who need them to resolve it.
  • Communication: plain-English answers within the published timelines, with updates rather than silence while work continues.
  • Fairness: a complaint is never a reason to treat an account differently, and outcomes aim to put you back where you would have been had the problem not occurred.
  • Learning: recurring complaints are analysed quarterly, and the changes they cause are documented and fed back into staff training.

7. Contact details

Complaints are received by email at [email protected], by post to 25 Old Broad Street, London EC2N 1HN, United Kingdom, marked for the attention of the Complaints Department, or through your personal manager, who must register the complaint on your behalf the same working day.

8. Related pages

Complaints about suspected fraud or fake messages should also be reported as described on the fraud warning page, so protective steps can be taken immediately. Complaints about personal data handling may additionally be raised with the information rights contact in the Privacy Policy, and questions about fees before they are charged are best directed to the fees page or your manager.