What is Luno's biggest strength?

Luno's biggest strength, according to Hellopeter's AI analysis, is Process Efficiency & Turnaround. Customers regularly describe Luno's app as seamless, simple, and easy to use from start to finish. Deposits and withdrawals typically process quickly, and the onboarding experience is praised as beginner-friendly.

What are the most common complaints about Luno?

The most common complaint about Luno, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Customers repeatedly describe weeks or months of waiting for responses, copy-paste replies from multiple agents, and escalations that go nowhere. Lack of a phone line intensifies frustration.

How does Luno compare to other Payments & Fintech companies?

Luno ranks #8 in Payments & Fintech on Hellopeter with an overall AI Score of 3.1 out of 5, compared to the industry average of 2.8. Its strongest theme is Process Efficiency at 3.9; its weakest is Communication at 2.4. Best-in-class for Payments & Fintech is FDC Group (4.8). How is the AI Score calculated? →

Luno has a TrustIndex of 0 out of 10 on Hellopeter, based on 286 reviews in the last 12 months. They reply to 84% of negative reviews, typically within 14 hours 2 min. Hellopeter has tracked Luno across 2 409 total reviews. How is the TrustIndex calculated? →

Luno Reviews | 3.7 stars

Rated in:

Financial Services3.1 Payments & Fintech3

Scores reflect the Overall AI Score for each category

AI Review Summary

Based on recent customer reviews, Luno delivers a highly praised user experience through its simple, intuitive app design, with customers consistently describing the platform as easy to navigate and beginner-friendly. However, serious recurring complaints around account lockouts, unresolved fund recovery, and near-impossible access to human support agents significantly undermine trust and drag down the overall experience.

Top Strengths:

•Process Efficiency & Turnaround: Customers regularly describe Luno's app as seamless, simple, and easy to use from start to finish. Deposits and withdrawals typically process quickly, and the onboarding experience is praised as beginner-friendly.

Service Quality Ratings

MetricScoreIndustry AvgBest in Class

Service & Guidance

3.34.9 (FDC Group)

Communication

Performance(last 12 months):

0Trustindex Rating

#8Ranked In Payments & Fintech

16h 7mReply Time

25 NPSLikely

Replied to 84% of negative reviews

Reply time on negative reviews: 14 hours 2 min

TrustIndex

Ranking

in Payments & Fintech

Avg Reply

16h 7m

NPS Score

Recommended: Likely

Replied to 84% of negative reviews

Reply time on negative reviews: 14 hours 2 min

Review Distribution

3.7|286 Reviews

Jun '25 - May '26

5(56.1%)

4(13.3%)

3(4.7%)

2(3.2%)

1(22.7%)

5(56.1%)

4(13.3%)

3(4.7%)

2(3.2%)

1(22.7%)

Recent reviews (286)

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Popular mentions

easy use user friendly safe secure simple navigate great app fast reliable account locked no response high fees money stuck

Solomon

1 reviews | Active since Jan 2020

19 Mar 2026, 06:45

It's a Convenient ap...

It's a Convenient app , doesn't make you struggle with transactions

Helpful (0)

|Replies (0)

Solomon

1 reviews | Active since Jan 2020

19 Mar 2026, 06:45

It's a Convenient ap...

It's a Convenient app , doesn't make you struggle with transactions

Replies (0)

Jozua J

1 reviews | Active since Jan 2020

19 Mar 2026, 06:04

Luno - No customer Service

I have requested that their customer team contact my Dad urgently as he has reached out multiple times as well. He has lost thousands of rands but NO Contact whatsoever. Should a person go to your building in CPT to get some assistance

Helpful (0)

|Replies (0)

Jozua J

1 reviews | Active since Jan 2020

19 Mar 2026, 06:04

No trying and it's diffi cult to know how to trade.

Replies (0)

Luno

Top Strengths:

Recent reviews (286)

It's a Convenient ap...

It's a Convenient ap...

Luno - No customer Service

Luno - No customer Service

It’s great and user friendly

It’s great and user friendly

Good experience and ...

Good experience and ...

Great service

Great service

Convinient n easy to...

Convinient n easy to...

Luno is user friendly and easy to use

Luno is user friendly and easy to use

No trying and it's d...

No trying and it's d...

Frequently Asked Questions About Luno

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