Feedback
We take all complaints seriously and aim to resolve them quickly, fairly, and transparently.
Process
Contact us
Use the support chat in the app, email support@luminabank.online, or call +44 800 123 4567. Tell us what went wrong and what you would like us to do.
Acknowledgement
We will acknowledge your complaint within 3 business days and provide you with a reference number.
Investigation
We will investigate thoroughly and keep you informed. Most complaints are resolved within 8 weeks.
Final response
We will send a final response letter explaining our decision. If you are not satisfied, you can refer to the Financial Ombudsman Service free of charge.
Be prepared
Your full name and account number (last 4 digits)
The date the issue occurred
A clear description of what happened
Any relevant transaction references
What resolution you are looking for
Independent escalation
If we have not resolved your complaint within 8 weeks, or you are not satisfied with our final response, you can refer your complaint to the Financial Ombudsman Service. This service is free of charge.
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from landlines and mobiles)
Address: Exchange Tower, London, E14 9SR
Timescales
Acknowledgement
Within 3 business days
Urgent / fraud cases
Within 5 business days
Standard final response
Within 8 weeks
FOS referral deadline
Within 6 months of our final response