Complaints

If something did not work the way you expected, we want to hear about it precisely so we can fix it. This page describes the formal procedure for filing a complaint with Groman Pro: what to include, what to expect, on what timelines and what to do if the outcome does not satisfy you. The whole process is free for the user, in Canada and in Mexico.

1. Introduction and commitment

A well-filed complaint benefits both sides: you, because it activates a process with timelines and written replies; us, because every documented complaint improves the service. Our commitment is to treat each case seriously, without empty apology formulas, investigating the facts with the platform's records and answering with concrete conclusions and visible actions.

The unit responsible for complaints is the Client Support & Compliance department, reachable at [email protected]. Every complaint receives a case number from day one, which you can use to check status and for any future reference.

2. The process, step by step

  1. Filing. You send the complaint in writing to [email protected] with the subject "Complaint". You receive an acknowledgment with a case number within the next business day.
  2. Admission and collection. The team verifies the complaint contains the minimum information (section 3) and gathers the relevant internal records: operation history, access logs, previous communications.
  3. Analysis and initial reply. 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 (refund, adjustment, data correction), it is executed and confirmed to you in writing, with the details of what was done and the effective date.
  5. Closure or continuation. If you disagree with the resolution, you may request review by a higher internal level (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: your full name and the account email; the operation case number if you have one, or approximate dates otherwise; 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 usually suffice.

For your security, never include passwords, verification codes, full card details or ID images beyond what the team requests through the secure channel. A complaint never requires exposing credentials.

4. Timelines

Maximum timelines of our process: acknowledgment with a case number within the next business day; initial analytical reply within five business days of admission; resolution and execution of corrective measures within ten business days, unless the case requires verification with third parties (exchanges or payment processors), in which case we inform you of the extension and its reason before the original deadline expires.

5. What we may ask of you

During the analysis we may request additional information: confirmation of account details, precision on dates or amounts, or your version of previous communications with support. Answering quickly shortens the process. Everything you share is used exclusively to resolve the complaint and is handled under 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 within the platform: write again to [email protected] with the subject "Escalation" and your case number; the case moves to the higher level, which issues an independent review within a maximum of ten business days.

Once the internal channel is exhausted, you keep the rights your market's regulation grants to users of financial services. For users in Canada, unresolved complaints may be escalated to OBSI (Ombudsman for Banking Services and Investments) under its public procedure. For users in Mexico, there are complaint channels before the competent authorities of the applicable framework, including the National Banking and Securities Commission (CNBV) for cases within its scope; the corresponding information is provided in writing upon request together with the closing resolution of your case.

7. Company commitments

We commit to: answer every complaint within the published timelines; assign a traceable case number to every file; analyze each claim based on internal records, not assumptions; communicate extensions before deadlines expire; keep your information confidential throughout the process; and never retaliate in any way for filing a complaint, neither in service nor in your account conditions.

8. Contact

Official complaints channel: [email protected], available Monday to Friday 9:00–20:00 Eastern Time. Addresses for written notifications: 100 King Street West, Suite 4600, Toronto, ON M5X 1A9, Canada (Canada) and Av. Presidente Masaryk 111, Polanco, Miguel Hidalgo, 11560 Mexico City, Mexico (Mexico). If your case is urgent due to risk of fund loss, mark the subject "Urgent" in addition to "Complaint": those cases are prioritized within the same business day.