Complaints

You can contact us in either of these ways:

• Use our contact form and select "Complaint" as the subject.
• Email us at info@gti.gold with the subject line "Complaint".

Please include your name, your organisation (if applicable), how we can reach you, and a clear description of what happened and what you would like us to do. If your complaint relates to an application or inquiry, include its reference number if you have one.

• Acknowledgement — we acknowledge your complaint within 5 business days of receiving it.
• Investigation — a member of our team reviews the matter, gathers the relevant facts and, where needed, contacts you for more information.
• Response — we aim to send a final response within 30 calendar days. If the matter is complex and needs more time, we will tell you and keep you updated.

If you are not satisfied with our response, you may ask for your complaint to be escalated to senior management for a further review. Where a regulator or other body has jurisdiction over the matter, you may also have the right to raise your concern with them directly.

If your concern is about how we handle personal data, you can contact our compliance contact at info@gti.gold. You may also have the right to complain to the data-protection authority in your country.

Complaints are recorded, handled confidentially and used to improve how we work. Raising a complaint will never affect how we treat your application or your relationship with us. This procedure was last updated in October 2026.