Our Commitment to You

At Lumo, we strive to provide excellent service to all our customers. However, we recognize that things can sometimes go wrong. If you're unhappy with any aspect of our service, we want to hear from you and put things right.

1. What is a Complaint?

A complaint is any expression of dissatisfaction with our service, whether justified or not. This could include:

• Concerns about how your application was handled
• Issues with customer service
• Problems with payments or account management
• Concerns about how we've treated you
• Disagreement with a decision we've made

2. How to Make a Complaint

By Email: complaints@lumomoney.com

By Phone: 0333 123 4567
Lines open: Monday - Friday, 9am - 5pm

By Post:
Complaints Department
Lumo
Dubai, United Arab Emirates

3. What Information to Provide

To help us resolve your complaint quickly, please provide:

• Your full name and contact details
• Your account number (if applicable)
• A clear description of your complaint
• Any relevant dates or reference numbers
• Copies of any supporting documents
• What you would like us to do to resolve the issue

4. Our Complaints Process

Step 1: Acknowledgment

We will acknowledge your complaint within 2 working days of receiving it.

Step 2: Investigation

We will thoroughly investigate your complaint. This may involve reviewing your account records, speaking to relevant staff members, gathering additional information, and contacting you for clarification if needed.

Step 3: Resolution

We aim to resolve your complaint within 8 weeks. We will send you a written response explaining our findings, our decision, the reasons for our decision, any action we will take, and your right to refer the matter to the Financial Ombudsman Service.

5. If You're Not Satisfied

If you're not satisfied with our response, or if we haven't responded within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

6. Financial Ombudsman Service

Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Post:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Please note: You must give us the opportunity to resolve your complaint first before contacting the FOS. You have 6 months from the date of our final response to refer your complaint to the FOS.

7. Our Promise to You

When handling your complaint, we promise to:

• Treat you fairly and with respect
• Listen carefully to your concerns
• Investigate thoroughly and impartially
• Communicate clearly and regularly
• Respond promptly
• Learn from complaints to improve our service

8. Contact

Email: hello@lumomoney.com
Phone: 0333 123 4567