Lumon: most-reported complaints
Automated analysis of 349 public Trustpilot reviews published 2025-03-31 to 2026-09-11. TrustScore 4.8 from 3,963 total reviews — see the Trustpilot page. Quick answer: is Lumon legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with Lumon, with misleading pricing being the top complaint at 18% of identified issues. Support unhelpfulness and overcharging are tied as the second most common concerns, each accounting for 16% of complaints. Other issues make up 15% of the reports, while the remaining complaints fall into additional categories. Trends indicate that overcharging reports are rising, while support-related complaints are falling, with pricing and other issues remaining flat.
How to reach Lumon
These are the contact details Lumon publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone +44 (0)203 384 7280, email [email protected], address 20 Farringdon Road, London, EC1M 3HE, GB.
The company claimed its Trustpilot profile on 2023-01-27, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-08-21. Trustpilot ranks it 19 of 34 in Currency Exchange Service. We last checked this profile on 2026-09-24 and found 10 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: LUMON HOLDINGS LTD (no. 11110482), active, incorporated 2017 (8.7 years); next accounts due 2027-07-30, last accounts filed 2026-07-03, 2 registered charges. 5 current officers (13 on record historically); 4 filings in the last 12 months (70 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Radio Times Big Picture Quiz”.
Elsewhere: 4.7★ on Google (0 reviews)
TrustScore over time
4.8 → 4.8 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (96%, 4.2d) · 2026-08-18 (100%, 4.2d) · 2026-08-21 (96%, 4.2d) · 2026-08-24 (100%, 4.0d) · 2026-08-27 (100%, 4.0d) · 2026-08-30 (100%, 4.0d) · 2026-09-02 (100%, 4.9d) · 2026-09-08 (100%, 4.9d) · 2026-09-11 (100%, 4.9d) · 2026-09-14 (95%, 4.9d) · 2026-09-17 (95%, 4.9d) · 2026-09-21 (95%, 4.9d) · 2026-09-24 (95%, 4.9d).
Severity: 23% of this company’s 61 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 3.8 days between the experience and publishing their negative review (145 reviews record both dates).
Measured reply time: across 145 negative reviews that received a public reply, the median wait was 1 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 145 company replies to negative reviews analysed, 38% engaged with the specific problem and 50% were generic templates.
12% of its 308 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: misleading pricing makes up 18% of this company’s complaints vs a 12% median across 89 ranked companies in its sector.
Review velocity: 1,125 of this company’s 3,963 Trustpilot reviews (28%) were written in the last 12 months.
What are the most common complaints about Lumon?
Misleading pricing
11 reports · 18% of complaintssteady“betraying the trust placed in Lumon as well not offering a competitive rate as per Lumon’s advertising literature”
The company replied on 2025-09-17: “Thank you for taking the time to leave us a review and give us your feedback. I’m sorry in this instance you were unhappy with the rate that you received. We work with all our clients and monitor the…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“if you check the exchange rates they offer on the website is not the rate they actually trade on”
The company replied on 2025-09-02: “Thank you for taking the time to leave us a review. We appreciate feedback from all our clients on our service. The exchange rates shown on our site are live interbank rates, sourced in real time.…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Exchange rate I received was less than another exchange company”
The company replied on 2026-07-20: “Thank you for taking the time to leave us a review. We pride ourselves on offering a great service that often helps our clients save thousands through tailored currency market insights and…”
Our classifier read this reply as a template response.
Support unhelpful
10 reports · 16% of complaintsfalling“I never got any answers only obfuscation. I was then charged over £3000 for a transfer of my money”
The company replied on 2026-01-14: “Mr Griffiths We're sorry to hear you are dissatisfied with your experience of using Lumon. We pride ourselves on competitive exchange rates and excellent customer service, providing more than just…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“it cost me £4000 in extra fees and a change in the rate”
The company replied on 2025-09-29: “Thank you for letting us know about the experience you had with Lumon. I’m sorry to hear that you were not able to secure the exchange rate you were after. Our team monitor movements in the market to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“betraying the trust placed in Lumon as well not offering a competitive rate as per Lumon’s advertising literature”
The company replied on 2025-09-17: “Thank you for taking the time to leave us a review and give us your feedback. I’m sorry in this instance you were unhappy with the rate that you received. We work with all our clients and monitor the…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
10 reports · 16% of complaintsrising since 2026-04“I never got any answers only obfuscation. I was then charged over £3000 for a transfer of my money”
The company replied on 2026-01-14: “Mr Griffiths We're sorry to hear you are dissatisfied with your experience of using Lumon. We pride ourselves on competitive exchange rates and excellent customer service, providing more than just…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I think you are getting greedy I accept two points down on the exchange rate but this time even on a small amount I was 1/2 percent down.”
The company replied on 2026-02-16: “Hi John, Thank you for your feedback. I'm sorry to hear you were disappointed with the exchange rate for your last trade. A member of our team has tried to reach out to you to discuss your concerns.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“offering a figure 2.5-3% below the figure we eventually settled on”
The company replied on 2025-09-29: “Thank you for taking the time to tell us about your experience. I’m sorry to hear on this occasion you weren’t satisfied with the rate our team were able to offer you. The team are highly specialised…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Other
9 reports · 15% of complaintssteady“Absolute disgrace..stay well away”
The company replied on 2025-12-03: “Hi Paul, Thank you for your review. I’m sorry to hear you were not happy with the service and rate you received. We work with all our clients closely to find the most suitable product and rates for…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The funds seem to be taking longer to reach my French bank account”
The company replied on 2025-09-09: “Thank you for taking the time to leave us your feedback. I'm sorry to hear that there was a delay with your payment. We would really like to understand more about this so we can help resolve this for…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“takes eternity to transfer funds”
The company replied on 2025-07-18: “Thank you for taking the time to leave us a review, I'm sorry to hear that in this instance your transfer was slower than expected. I have passed your feedback onto the team and they are investing…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Billing errors
9 reports · 15% of complaintssteady“I lost £1000 converting and transferring funds from Spain to UK using Lumon rather my usual agents.”
The company replied on 2026-07-13: “Thanks for taking the time to leave us feedback. We pride ourselves on competitive exchange rates and excellent customer service, providing more than just the money transfer. I’m sorry on this…”
Our classifier read this reply as a template response.
“failure to transfer my money (they say they have a problem with Barclays bank) or to warn me there was a problem”
The company replied on 2026-04-27: “Thank you for taking the time to leave us a review. I'm sorry to hear that you had an issue with your initial transfer, but happy to hear that Harry was able to contact you and confirm your transfer…”
Our classifier read this reply as a deflection.
“funds had actually been paid into that account and not to the new payee”
The company replied on 2025-12-30: “Dear Mrs Johnson, We appreciate you bringing this payment issue to our attention and for providing an update. We're sorry for the errors and miscommunication that caused frustration and…”
Our classifier read this reply as a template response.
Support unreachable
8 reports · 13% of complaintssteady“Amazing that I can receive this by email but nothing from Lumon re: transfers.”
The company replied on 2026-07-13: “Hello, Thanks for taking the time to leave feedback. We're very sorry that their seems to be an issue with some of the emails you should be receiving from us. I understand your account manager has…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Could only get through to receptionists, not anyone who could deal with my question.”
The company replied on 2026-06-12: “Thank you for taking the time to leave us a review. I'm sorry to hear you couldn't get through to our teams. I've done some internal investigation and can see our team tried to give you a call…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Made 2 phone calls but phones patched through to someone who took a message. Team were all busy seemingly.”
The company replied on 2026-06-12: “Thank you for taking the time to leave us a review. I'm sorry to hear you couldn't get through to our teams. I've done some internal investigation and can see our team tried to give you a call…”
Our classifier read this reply as a deflection.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-11.