We always aim to exceed our customers' expectations in terms of service, attitude, and products. If we fall short of that, you have the option to file a complaint. The best way to do so is by starting with our customer support for assistance and feedback. You can reach us through the chat in the app, via email at support@lunar.app, or by phone.
Follow these simple steps to chat with us 👇
Login to your Lunar app
Tap on your circular profile icon in the upper left corner
Followed by "Help and Support" and "Messages"
At last, tap the little box with a pen in the right upper corner to send us a message
If you are not satisfied with our response, you can initiate a formal complaint. Our complaints officer will conduct an impartial assessment of the matter and carefully review your experience with the issue at hand. We recommend sending your complaint via email to:
Denmark: klage@lunar.app
Sweden: klagomal@lunar.app
Norway: klageno@lunar.app
Once you have submitted or notified us of your complaint, you will receive a confirmation that we have received it.
We aim to respond to your complaint in writing within 15 banking days from the date of receipt. If there are exceptional circumstances, we may require more time to investigate the matter. In such cases, you will be notified within 15 days from the date we received your complaint, along with information about when to expect a response and the reasons for the delay. In exceptional cases, you will receive a response within 35 days.
In your message, please provide the following information:
Description of your case
How you would like us to resolve the issue
Any documentation or supporting materials