Complaints procedure
If something has gone wrong, we want to hear about it directly and fix it properly. This page explains how to raise a complaint with Tradevisor AI, what happens at each stage, the timelines you can expect and what you can do if we cannot reach an outcome you accept.
1. Our commitment
A complaint is information, not an attack. We treat every one as a chance to put something right for the client who raised it and to stop it recurring for others. Complaints are handled by the Client Support & Compliance team under a documented internal process, with a named person responsible for each case from start to finish.
2. How the process works
- Acknowledgement. We confirm receipt of your complaint and tell you who is handling it.
- Investigation. The handler collects the facts: account records, transaction history, communication logs and anything you have provided.
- Outcome. You receive a written response explaining what we found, what we will do about it, and, where relevant, why we will not do something you asked for.
- Review. If the outcome does not satisfy you, you can ask for the case to be reviewed at a more senior level, with fresh eyes on the evidence.
3. What to include, and what not to send
Help us move quickly by including: your name and the email address on the account, the dates involved, what happened in your own words, and any relevant reference numbers or screenshots. Please do not send full card numbers, passwords, one-time codes or identity documents by email; if we need documents, we will give you a secure upload link. You do not need legal language: a clear account of what went wrong is exactly what we want.
4. Timelines
We acknowledge complaints within one business day of receipt. Most cases are investigated and answered within five business days; where a case is genuinely complex, we will write to you before that deadline passes, explain what is still being checked and give you a date for the full answer. Review requests at senior level are answered within ten business days. These are our working commitments during support hours (Monday to Friday, 9:00–17:30 GMT/BST (excluding public holidays)).
5. Escalation and external dispute resolution
If the internal process, including senior review, does not resolve your complaint, it may be escalated through recognised UK dispute-resolution channels, including the Financial Ombudsman Service where your complaint falls within its remit. We will tell you in our final response whether and how you can escalate, and we do not penalise clients for doing so. Nothing in our process removes rights you have under UK consumer law.
6. Our commitments to you
- Every complaint gets a named handler and a direct point of contact.
- We investigate before we conclude: outcomes follow evidence, not convenience.
- We communicate in plain English and answer the question you actually asked.
- Your service is not degraded because you complained.
- What you tell us in a complaint stays confidential to those handling it.
- We keep records of complaints and review them for patterns we should fix.
7. Contact details
Send complaints to [email protected] with the word "complaint" in the subject line, or by post to 13 St Andrew Square, Edinburgh EH2 2BD, United Kingdom. Email is faster and gives both sides a written record. If you are unsure whether something counts as a complaint, send it anyway: we would rather classify it for you than have you sit on a problem.
8. Related pages
For withdrawal questions, the Withdrawal policy often answers the underlying issue; for fees you were not expecting, the Fees and pricing page lists every cost we apply. If your complaint concerns suspected fraud using our name, read the Fraud warning page first and tell us immediately.