Complaints Procedure

Email info@luna-property.co.uk with the subject line “Complaint”. Include your name, contact details, relevant property or reference, what happened, the outcome sought and supporting documents.

Please avoid sending identity documents unless we specifically request them through a secure channel.

We aim to acknowledge a genuine complaint within three working days and identify the person responsible for reviewing it.

We will review relevant records, speak with the people involved and request further information where needed. We aim to provide a final response within 15 working days. Complex matters may take longer, in which case we will explain the delay and provide an updated timeframe.

If you remain dissatisfied, reply to the final response and request a senior review. Where a complaint concerns an independent developer, payment provider, solicitor or another third party, we may direct the relevant part to that organisation.

Privacy concerns may also be raised under our Privacy Policy. UK data-protection concerns may be referred to the Information Commissioner’s Office, and Nigerian data-protection concerns may be referred to the Nigeria Data Protection Commission.

Raising a complaint will not affect the respectful handling of your enquiry or transaction. We may refuse abusive, threatening, repetitive or clearly vexatious communications while preserving any legitimate issue for review.