Complaints & concerns

Contact Lumos

If you are unhappy with an interaction with Lumos, you can raise the matter by email, telephone or post. You do not need a paid representative to contact us.

For email correspondence, the subject line “Complaint — Lumos” will make the purpose of your message clear. Please avoid including payment-card details, bank passwords or original documents.

What to include

• Your name and a reliable way to contact you.
• The date or approximate date of the interaction.
• A description of what happened and why you are dissatisfied.
• Relevant correspondence or references, with unnecessary sensitive data removed.
• The outcome you would like us to consider.

You can still raise a concern if you do not have all this information. Explain what you know and identify any information you may be able to provide later.

Issues involving a lender

Lumos is a broker. A complaint about a lender’s decision, payment collection, interest calculation or loan administration may need to be addressed to that lender directly.

Your agreement should identify the lender and its complaint contact details. If your concern involves both a Lumos interaction and a lender, describe each part separately so that responsibility can be understood. Contacting Lumos does not suspend a contractual payment or a time limit that applies to a lender complaint.

Responses and next steps

Keep a copy of your complaint and any response. If more information is requested, ask why it is needed and how to provide it securely. If you receive a response that does not resolve the matter, explain the outstanding points.

For complaints covered by UK financial-services complaint rules, firms generally have eight weeks to issue a final response. Where the Financial Ombudsman Service has jurisdiction, eligible complainants can generally approach it after a final response or the relevant response period, and normally within six months of a final response. Eligibility and exceptions depend on the case.

See the FCA’s complaint guidance and the Financial Ombudsman Service’s time-limit guidance. These references do not assert that every interaction or complaint falls within the Ombudsman’s jurisdiction.

Privacy concerns

If your concern is about personal information, contact [email protected] with the subject “Privacy complaint”. Explain the information or processing involved and the outcome you are seeking.

The Privacy Notice explains relevant rights and how to contact the Information Commissioner’s Office where UK data-protection law applies.

Support with repayment difficulty

If you are struggling to make a loan payment, contact the lender promptly rather than waiting for a complaint to be resolved. A complaint and a request for repayment support are different matters and may need to be handled together.

For general UK money guidance, visit MoneyHelper. For a loan in another jurisdiction, seek an appropriate independent advice service for that location.