Complaints Procedure

Last updated: 9th August 2026

We want Luura to work well for you. If something has gone wrong, please tell us. We take every complaint seriously and use it to improve the app.

How to raise a complaint

You can contact us in either of these ways:

• In the app: use the support feature to send us a message. This is the quickest way to reach us.
• Email: support@luurafinance.app

To help us resolve things quickly, please include your account email, a description of what happened, and what you would like us to do to put it right.

What happens next

1. We will acknowledge your complaint promptly, normally within five working days.
2. We will look into it and aim to give you a full response as soon as we can, and in any event within eight weeks.
3. If we need more information from you, we will ask, and we will keep you updated on progress.
4. Once we have finished looking into it, we will write to you with our findings and any steps we are taking.

If you are not satisfied

If we cannot resolve your complaint to your satisfaction, you may be able to refer certain matters to an external body:

• Data protection concerns: the Information Commissioner's Office (ICO) at ico.org.uk.
• Open Banking related complaints (once Luura is live with Open Banking): these may be handled together with our Open Banking provider and, where applicable, the Financial Ombudsman Service. We will tell you how to escalate at the time.