Complaints
If something has gone wrong, we want to hear about it, in writing, with the facts. This page explains how to make a complaint to Gruviona, what happens at each stage, how long each stage takes and where you can turn if you are not satisfied with our answer.
Our commitment when you complain
A complaint is not an inconvenience to us; it is the fastest way we learn where the platform, the process or a person has fallen short. Every complaint is read by the Client Support & Compliance team, recorded in a register with a unique reference, investigated by someone who was not involved in the events, and answered in writing. You will never be penalised, ignored or given the runaround for complaining, and raising a complaint has no effect whatsoever on how your account, deposits or withdrawals are treated.
How a complaint is handled
Four stages, each with a defined owner and a clock running on it.
You raise it
Send one email to [email protected] with the words "formal complaint" in the subject line, your account reference if you have one, and a plain description of what happened and when. You receive an acknowledgement with your complaint reference within one business day.
We investigate
A handler who was not involved in the events gathers the records: account activity, transaction logs, call notes and correspondence. Where your complaint touches payments or identity checks, the relevant team contributes written findings. This stage takes up to five business days.
You get a written outcome
You receive a full written response: what we found, whether we accept the complaint, what we will put right and by when. If we cannot complete the investigation in time, we write to you before the deadline with the reason and a new date, not silence.
Escalation, if needed
If you disagree with the outcome, you can ask for a review by senior management within the platform, or take the matter to an external dispute-resolution body. Both routes are described in the escalation section below.
What to include, and what not to send
Help us investigate quickly by including: your name and the email address on your account, the dates of the events, the transaction references involved if the complaint concerns money movement, the names of any staff you dealt with, and what outcome you consider fair. Plain facts are enough; you do not need legal language.
Please never include in an email: full card numbers, your account password, one-time codes from your bank or authentication app, or images of documents we did not ask for. We will never request those details over email, and no legitimate investigation needs them. If you receive a request for such details that claims to come from us, treat it as suspicious and see the fraud warning page.
Timelines
Acknowledgement: one business day. Written outcome: five business days from acknowledgement for standard complaints, and eight weeks at the outside for complex cases that depend on third parties such as payment providers or identity-verification services, with a holding letter explaining the delay in the meantime. These service standards mirror recognised UK complaint-handling practice, and our internal target is comfortably inside them.
Escalation and external dispute resolution
If the written outcome does not resolve the matter, ask for a senior management review by replying to the outcome letter within fourteen days; the review is completed within ten business days. Beyond that, complaints that cannot be resolved directly may be escalated by clients through recognised UK dispute-resolution channels, including the Financial Ombudsman Service, which can review eligible complaints from consumers and issue a binding decision on the business. We cooperate fully with any external review, and the Ombudsman's eligibility criteria and time limits are explained on its own published guidance.
Our commitments to you
Transparency
Every stage has a named owner, a reference number and a stated deadline, and you are told in writing what is happening and why.
Confidentiality
Complaint records are seen only by the people handling them and are retained under our privacy policy. Complaining never affects your account.
Objectivity
Investigations are carried out by staff who were not involved in the events, and the outcome follows the records, not the inconvenience of admitting a mistake.
Communication
If a deadline is at risk of slipping you hear from us before it slips, with a reason and a revised date, in every case without exception.
Contact for complaints
Write to [email protected], marked for the attention of the Client Support & Compliance team, or by post to One Canada Square, Canary Wharf, London E14 5AB, United Kingdom. Support operates Monday to Friday, 9:00–17:30 GMT/BST (excluding public holidays), and the first reply comes usually under one business hour.