Complaints and Dispute Resolution

Raising a complaint

Complaints about Lumenary, its fund, its research or its index services can be made by email to complaints@lumenaryinvest.com. It helps to include the date of the matter, the product or service concerned, and the outcome sought.

How complaints are handled

Lumenary acknowledges complaints within one business day and aims to resolve them within 30 days. Complaints are handled by the Managing Director and recorded in the firm’s complaints register. If a complaint cannot be resolved within that period, Lumenary will explain why and indicate when a response can be expected.

Index-related complaints

Complaints about the calculation, publication or maintenance of an index are referred to the index administrator in accordance with the index guideline and the administrator’s complaints procedure. Complaints about the methodology or constituent eligibility are handled by Lumenary under the process above and recorded in the methodology change log where they result in a change.