1. How to submit a complaint
You can file a complaint through any of the following channels:
- Email: contact@luminarinvest.com
- Postal mail: Luminar Invest Capital DMCC — Complaints Officer, DIFC Gate Village 4, Level 3, Dubai, UAE
- In-app: Account → Help → "File a complaint"
- Phone: +971 4 555 0100 (followed by written confirmation)
2. Information to provide
- Full name and client reference number
- Clear description of the facts and the nature of the complaint
- Supporting documents (screenshots, statements, correspondence)
- The desired resolution
3. Timelines
- Acknowledgement: within 2 business days
- Substantive response: within 15 business days
- Complex cases: extended up to 35 business days with written interim update
4. Internal escalation
If you are not satisfied with the initial response, you may request a review by the Chief Compliance Officer within 30 days of receiving the response.
5. External dispute resolution
If the complaint is not resolved internally to your satisfaction, you may refer the matter to:
- DFSA Complaints Team — Level 13, The Gate, DIFC, Dubai, UAE — complaints@dfsa.ae
- VARA for matters relating to virtual asset services — feedback@vara.ae
- DIFC Courts Small Claims Tribunal for monetary claims below USD 500,000
6. Record keeping
All complaints are logged in a central register, classified by type and root cause, and reported quarterly to the Board. Records are retained for a minimum of 6 years.