COMPLAINTS PROCEDURE
Luminso Capital (Pty) Ltd
Last updated: 28 August 2026
1. Our commitment
Luminso Capital is committed to treating customers fairly, transparently and respectfully. If you are dissatisfied with our service, a loan application, account administration, repayment process, communication or any other aspect of your dealings with us, we encourage you to tell us so that we can investigate the matter.
There is no charge for submitting a complaint to Luminso Capital.
2. What can I complain about?
A complaint may relate to matters including:
Loan application or assessment concerns
Fees, charges or repayment amounts
Account or statement queries
Affordability or credit assessment concerns
Debit orders or payment arrangements
Customer service
Incorrect information
Credit bureau information
Privacy or personal-information concerns
Suspected fraud or unauthorised activity
Any conduct you believe is unfair or inconsistent with your agreement or applicable law
3. How to lodge a complaint
You may submit your complaint to:
Luminso Capital (Pty) Ltd
Email: [email protected]
Telephone: +27 73 516 0428
Website: luminsocapital.co.za
Please use “Customer Complaint” as the subject of your email where possible.
4. Information to include
To help us investigate efficiently, please provide:
Your full name
Cellphone number and email address
Loan or application reference number, if available
A clear description of the complaint
Relevant dates
Copies of supporting documents or correspondence where appropriate
The outcome or resolution you are requesting
Please do not send passwords, PINs or other confidential security credentials.
5. What happens after you complain?
Luminso Capital will:
Record your complaint
Review the information provided
Request additional information where necessary
Investigate the circumstances
Communicate the outcome or progress of the complaint
Take appropriate corrective action where required
We aim to resolve complaints fairly and as efficiently as reasonably possible.
6. If you disagree with our response
If you are dissatisfied with the initial outcome, you may ask Luminso Capital to review the matter again.
Please explain why you disagree with the outcome and provide any additional information that you believe should be considered.
7. External escalation
Customers should generally first give their financial-services provider an opportunity to resolve a complaint. The National Financial Ombud Scheme (NFO) states that consumers should first lodge the complaint directly with their bank, insurer or credit provider before approaching the NFO. The NFO deals with complaints involving participating credit providers where it has jurisdiction.
Where a complaint concerns an alleged contravention of the National Credit Act, a consumer may also lodge a complaint with the National Credit Regulator (NCR). The NCR provides a formal complaint process for consumers and publishes its complaint contact channels and Form 29.
8. Privacy complaints
Complaints about how Luminso Capital collects, uses, stores or shares personal information may also be directed to:
Information Officer: Mncedisi Mtimkulu
Email: [email protected]
Telephone: +27 73 516 0428
Customers may also exercise the remedies available under POPIA, including lodging a complaint with the Information Regulator where applicable.
9. Fraud or suspicious activity
If you believe someone is impersonating Luminso Capital, attempting to obtain money fraudulently, or using your information without permission, contact us immediately.
Luminso Capital does not require an upfront payment in order to release an approved loan.
Customers should only use Luminso Capital’s official website and authorised application channels.
10. Record keeping
Luminso Capital may retain records relating to complaints, investigations, correspondence and outcomes for legitimate operational, legal, regulatory and record-keeping purposes.
Personal information contained in complaint records will be handled in accordance with our Privacy & POPIA Policy.
11. Continuous improvement
Complaints are an important source of feedback. Luminso Capital may use complaint information to identify recurring issues, improve customer service, strengthen processes and improve responsible lending practices.
12. Changes to this procedure
This Complaints Procedure may be updated when necessary to reflect changes in our operations, regulatory requirements or customer-service processes.