Complaints
Last updated: 20 October 2026
This page gathers in one place the complaint routes described in our Refund Policy, Privacy Policy and Terms of Use. If anything on this page differs from those policies, the relevant policy prevails.
1. How to Submit a Complaint
Please make your complaint in writing. Tell us your company name and contact details, describe the problem clearly and, where relevant, include transaction references and any supporting evidence. Use the address that matches the subject of your complaint:
| Subject of the complaint | Where to send it |
|---|---|
| Our services, transactions and refund decisions | compliance@lumenpayments.io |
| Personal information and privacy | compliance@lumenpayments.io, marked for the attention of the Privacy Officer |
| This website and its Terms of Use | legal@lumenpayments.io, with the subject line "Website Terms of Use" |
You can also post a complaint to LUMEN PAYMENTS LIMITED, 5307 Victoria Drive #1277, Vancouver BC V5P 3V6, Canada. Our team works Monday to Friday, 9:00 to 17:00 Pacific Time, except British Columbia statutory holidays. Existing clients with a routine operational question about a payment, rather than a complaint, can write to payments@lumenpayments.io.
FINTRAC is the regulator responsible for our anti-money laundering obligations, but it does not handle individual complaints about the quality of our service. Please use the procedure on this page so that we can look into your complaint directly.
2. Refund Decisions
You can escalate a refund decision you disagree with by writing to our complaints team. The team reviews the case independently of whoever made the original decision and gives you a written reply. The refund request itself follows the process and timelines in section 5 of our Refund Policy.
3. Privacy Complaints
If you believe we have not met our privacy obligations, you can challenge our compliance by writing to our Privacy Officer. Written requests for access to your personal information are answered within 30 days. If our response does not satisfy you, you can complain to the Office of the Privacy Commissioner of Canada or, where relevant, to the data protection authority in your country.
4. Website Complaints
Our aim is to acknowledge every complaint about this website or its Terms of Use within five business days of receiving it.
5. Matters We May Not Be Able to Discuss
If a transaction has been blocked, frozen or reported under the PCMLTFA, sanctions legislation or the Criminal Code, the law may forbid Lumen Payments from revealing that this has happened or why. In that situation, our reply will only contain what the law allows us to say.
LUMEN PAYMENTS LIMITED, registration number BC1582665, British Columbia, Canada. FINTRAC MSB registration number N300001690. Website: lumenpayments.io.