Complaints

If something did not work as you expected, we want to hear about it precisely so we can put it right. This page describes the formal procedure for making a complaint to Thriventage: what to include, what to expect, within what timescales, and what to do if the outcome does not satisfy you. The whole process is free of charge for the user.

1. Introduction and commitment

A well-made complaint benefits both sides: you, because it starts a process with deadlines and written responses; us, because every documented complaint improves the service. Our commitment is to treat every case seriously, without hollow apology templates, investigating the facts with the platform’s records and replying with concrete conclusions and visible actions.

The unit responsible for handling complaints is the Client Support & Compliance department, available at [email protected]. Every complaint receives a reference number from day one, which serves to check its status and for any future correspondence.

2. The process, step by step

  1. Submission. You send the complaint in writing to [email protected] with the subject line “Complaint”. You receive an acknowledgement with a reference number within the next business day.
  2. Admission and gathering. The team checks that the complaint contains the minimum information (section 3) and gathers the relevant internal records: trading history, access logs, previous communications.
  3. Analysis and initial response. Within five business days of admission, you receive a reply with the case analysis and, where applicable, the proposed corrective measure.
  4. Resolution. If further action is required (a refund, an adjustment, a data correction), it is carried out and confirmed to you in writing, with details of what was done and the effective date.
  5. Closure or continuation. If you disagree with the resolution, you may request a review by a higher internal instance (section 6), attaching any new elements you consider relevant.

3. What your complaint should contain

To keep the process moving without back-and-forth, include: the full name and email of the account; the trading reference number if you have one, or failing that approximate dates; a concrete description of what happened (what you expected, what occurred, when); the amount involved if applicable; and the outcome you are requesting. Attach screenshots or receipts only if they exist: the platform’s internal records are usually sufficient.

For your own security, never include passwords, verification codes, full card details or images of your ID beyond what the team requests through the corresponding secure channel. A complaint does not require exposing credentials.

4. Timescales

The maximum timescales of our process: acknowledgement with a reference number within the next business day; an initial response with the analysis within five business days of admission; resolution and execution of corrective measures within ten business days, unless the case requires checks with third parties (exchanges or payment processors), in which case we inform you of the extension and its reason before the original deadline expires. Under the applicable UK framework, users of financial services also retain the right to escalate to the relevant complaints bodies; the corresponding information is provided in writing upon request.

5. What we may ask you for

During the analysis we may request additional information: confirmation of account details, precision on dates or amounts, or your account of previous communications with support. A quick reply shortens the process. Everything you share is used exclusively to resolve the complaint and is processed in line with the Privacy Policy.

6. Escalation and external resolution

If the resolution does not satisfy you or the deadline passed without a reply, you can escalate the case within the platform: write again to [email protected] with the subject line “Escalation” and your reference number; the case moves to the higher instance, which issues an independent review within a maximum of ten business days.

Once the internal route is exhausted, you keep the rights that applicable UK rules give to users of financial services vis-à-vis the competent bodies of the framework, including the Financial Ombudsman Service for cases that fall within its remit. We do not attach links to external sites: if you need guidance on the applicable procedure, we provide it in writing together with the closure resolution of your case.

7. The company’s commitments

We commit to: answering every complaint within the published timescales; assigning a traceable reference number to every case; analysing every complaint on the basis of internal records, not assumptions; communicating extensions before deadlines expire; maintaining the confidentiality of your information throughout the process; and taking no form of reprisal for making a complaint, neither in the service nor in the conditions of your account.

8. Contact

Official complaints channel: [email protected], staffed Monday to Friday from 9:00 to 18:00 UK time. Address for written notifications: 1 Canada Square, Level 39, Canary Wharf, London E14 5AB. If your case is urgent because funds are at risk, mark the subject line “Urgent” in addition to “Complaint”: those cases are prioritised within the same business day.