1. How to complain
Use the Help section in the app, or email [email protected]. Business partners can write to [email protected]. Complaining is free.
If you use Lumos through another company's app, complain to that company first. They will involve us where the issue is about the metal, prices or delivery.
2. What to include
- Your name and the email or phone number on your account
- What happened, and when
- The transaction reference, if there is one
- What you would like us to do
Never send your passcode or a one-time code. We will never ask for them.
3. What happens next
| Step | Timing |
|---|---|
| We confirm we have your complaint and give you a reference | Within 2 working days |
| A named person looks into it, separate from whoever handled the original issue where possible | Straight away |
| We send our final answer, with the reasons and what we will do | Within 15 working days |
| If we need longer, we tell you why and when to expect an answer | Before the deadline |
If we got something wrong, we put you back in the position you would have been in, for example by correcting your holdings or refunding a charge.
4. If you are not satisfied
Ask for your complaint to be reviewed by a senior manager. If you are still not satisfied, you may refer it to the UAE authority that licenses Lumos (we will name it here once our licence is issued), or follow the dispute process in clause 26 of our Terms and Conditions.
5. Records and learning
We keep a record of every complaint and how it was resolved for at least 5 years. We review complaints every month to find and fix the causes.