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Complaints Process

Upon receipt of any expression of dissatisfaction communicated by a client, either orally, in writing or by any other means of communication, Luna Investment Management Ltd will ensure the following procedures are followed:

  • Luna Investment Management Ltd will acknowledge receipt of the complaint without delay. Any person has the right to refer their complaint to an Alternative Dispute Resolution (ADR) body at any time.
  • We will investigate the complaint and provide a holding response or final response within an eight-week period from date of receipt.
  • We will endeavour to send a final response within 8 weeks of receipt of the complaint. If we are unable to provide a final response within this time frame, we will write to the client explaining why and advise when they can expect a final response.
  • If more than 8 weeks from the date of the complaint has passed and the client hasn’t received a final response, or they are dissatisfied with the final response received (at any stage of the process), they can write to:

The Financial Ombudsman Service (FOS)
Exchange Tower
E14 9SR

Head Office

Level 7, Tower 12
The Avenue North
18-22 Bridge Street
M3 3BZ


0161 518 3500

The value of your investments may go down as well as up, and you could get back less than you invested. The Defaqto 5 Star Rating applies to both the Luna Model and Bespoke Portfolio Services only.

Luna Investment Management Limited (FRN: 923454) is an appointed representative of Thornbridge Investment Management LLP (FRN: 713859) which is authorised and regulated by the Financial Conduct Authority. Luna Investment Management is registered in England. No 12280396

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