If you wish to raise a formal complaint, please email our support team at [email protected].. To help us convert your complaint as quickly as possible, please include the word ‘complaint’ in the subject line of your email. We endeavour to respond to your complaint within one business day.

If you would like to permanently close your account, please contact a member of our Support team using our Live Chat feature or by emailing [email protected].. In line with regulatory requirements and our license conditions, your personal and transaction details are retained securely on our database following your account closure.

From time to time, we'll carry out routine checks to ensure that all the verification documents we have for your Luxos account are still valid, correct, and up-to-date. We may therefore email you to ensure we've got all the right details, and request that you upload your most recent documents. It may also be the case that we request that you upload an improved quality version of your document. Please therefore ensure that all the documents you provide to us are clear, legible, and are issued by the relevant official authorised authorities/organisations.