Complaints: how we put things right
This page explains the Brunevo complaints procedure: how to raise a complaint, what to include, the timelines we work to and what to do if you are not satisfied with our answer. We treat complaints as free feedback with a duty of care attached. A complaint is never held against you, never affects how your account is handled, and always receives a substantive reply rather than a holding message with our logo on it.
Where to write
[email protected] handles every complaint, from first message to final answer.
First reply
Within one working day you get a named handler and a case reference.
Final answer
A substantive response within the timelines below, or an honest update if we need longer.
02 The process, step by step
Step one: send your complaint to [email protected]. Any message that expresses dissatisfaction with our service counts; you do not need legal language or the word complaint in the subject line for us to treat it as one. The message is logged the working day it arrives.
Step two: within one working day you receive an acknowledgement naming the person handling your case and giving you a reference number. Step three: the handler investigates, which means reading the account history and audit log, speaking to anyone involved and forming a view on the facts. Step four: you receive a full written response, including what we found, what we will do about it and, if the answer is no, the specific reason. Step five, if you remain dissatisfied: the escalation route in section 5 below is open to you.
03 What to include in your complaint
A complaint resolves faster when it contains the facts: your account reference, the dates involved, what happened in your own words, what outcome you consider fair, and any relevant correspondence or screenshots. If any detail is missing, we will ask, but the more complete the first message, the shorter the investigation.
Equally important is what not to send: never include passwords, full card numbers, one-time codes or the images of identity documents in the body of a complaint email. If a document is genuinely relevant, your handler will arrange a secure upload. Complaints containing secrets are treated as security incidents, which delays everyone.
04 Timelines we hold ourselves to
Acknowledgements go out within one working day of receipt. Straightforward complaints receive a final response within five working days. Complex cases, such as those involving third-party payment providers or a reconstruction of trading activity, receive a substantive update at the five-day mark and a final response within fifteen working days at the outside.
UK users may also rely on the statutory dispute-resolution framework: where the Financial Ombudsman Service is competent for your complaint, its time limits apply, and we will tell you plainly when that route is open to you rather than leaving you to discover it. Nothing in our process removes or delays rights you have under UK law.
05 Escalation and external dispute resolution
If our final response does not satisfy you, you can ask for the complaint to be reviewed by a senior manager who was not involved in the original decision. The review re-examines the facts and the fairness of the outcome, not just the procedure, and the result is communicated in writing.
Beyond that, eligible UK consumers can take unresolved complaints to the Financial Ombudsman Service, which considers complaints against firms within its jurisdiction independently of us. We do not link to external organisations from this page, but your handler will confirm in writing whether and how the route applies to your case, including the relevant time limits, when the final response is sent.
06 Our commitments to you
We commit to six things in every complaint. Transparency: you will be told who is handling your case and what stage it has reached. Confidentiality: the fact of your complaint and its contents are shared only with those who need them to investigate. Objectivity: handlers follow the evidence, including evidence that favours you. Communication: you hear from us at the promised times, not only when we have news. Fairness: nothing about lodging a complaint affects your standing, pricing or service. And learning: the causes behind complaints are reviewed quarterly, and recurring causes are treated as defects to fix, not background noise.
Questions about the procedure itself can go to [email protected] at any point during Monday to Friday, 9:00–18:00 UK time.
Contact information
Every complaint route leads to the same desk.
- Email: [email protected]
- Department: Client Support & Compliance
- Hours: Monday to Friday, 9:00–18:00 UK time
- Address: London, United Kingdom