Lumon Complaints Procedure – US Clients

Introduction

Providing great service is at the heart of everything we do, and we always welcome feedback so we can continue improving our offering to you.

We understand that there may be occasions when we fall below the high standards we aim for, and in the interest of resolving these issues we’ve provided the following steps to make it as simple as possible for you to get in touch and help us resolve your query.

This complaints procedure applies to Lumon Pay Limited, Lumon Risk Management Limited and Lumon Exchange Limited.

When this policy mentions “Lumon,” it refers to all of the above-mentioned companies.

HOW TO MAKE A COMPLAINT

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

If you wish to make a complaint, get in touch with your Account Manager or send an email to complaints@lumonpay.com. You can also send us a letter to Lumon, 20 Farringdon Road, London, EC1M 3HE.

WHEN CAN I EXPECT A RESPONSE?

We will try to resolve your complaint within 1 business day. If we have been able to do so, we will send you a summary of the resolution.

If we can’t resolve your complaint within 1 business day, we will acknowledge your complaint. We will aim to resolve your complaint and issue our final response within 15 working days of receiving your complaint. In exceptional circumstances it can take a maximum of 35 working days to issue our final response (we will keep you updated if this is the case).

HOW WILL YOU RESOLVE MY COMPLAINT?

We will conduct an investigation into your complaint, considering all of the facts. The person handling your complaint will be an experienced member of staff and where appropriate, won’t be someone directly involved in the matter your complaint relates to.

We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here https://www.currencycloud.com/legal/complaints-procedure/

WHAT DO I DO IF I’M NOT SATISFIED WITH THE RESPONSE?

If you aren’t satisfied with our final response, or more than 15 business days have passed since you first raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.

This service is free of charge however you must contact them within six months of the date of our response to your complaint. If you do not refer your complaint in time the Financial Ombudsman Service may not have our permission to consider your complaint and may be only be able to do so in exceptional circumstances.

Please also consider that the Financial Ombudsman Service only handles complaints raised by private individuals, micro-enterprises, small businesses and trusts or charities below a certain size.

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567