Complaints

This page explains how to raise a complaint with Murravyn, what happens next, how long each stage takes, and where you can turn if we cannot resolve the matter with you. We treat complaints as free diagnostics: something either went wrong, or was experienced as wrong, and both are worth fixing.

Our commitment

Every complaint is acknowledged, recorded, investigated by someone who did not cause the problem, and answered in writing. We do not close a complaint because the customer stopped replying, and we do not count a complaint as resolved until we have told you our conclusion and what we did about it. Complaint data is reviewed quarterly to fix recurring causes, and the handling of complaints is part of our obligations under the applicable Irish framework for complaint handling.

How the process works

The procedure has four stages, and you only ever need one email address: [email protected].

  1. Submission. Send your complaint by email with "Complaint" in the subject line, describing what happened and when. You will receive an acknowledgment with a reference number within one working day.
  2. Triage and file. The complaint is logged with its reference, categorised, and assigned to the team responsible for the area involved: payments, platform behaviour, onboarding or support conduct.
  3. Investigation. The assigned reviewer gathers the facts from account records and the audit history, contacts you if anything is unclear, and forms a conclusion. Where we got something wrong, we say so plainly, and where the cause was market movement or third-party behaviour, we explain that too, with the evidence.
  4. Outcome letter. You receive a written outcome with the reasoning and any remedy applied: a correction, a fee reversal where we erred, an apology, or an explanation of why no remedy is due. The letter also tells you how to escalate if you disagree.

What to include, and what not to send

To investigate properly we need: your name and registered email, the date and time of the events, the account area or transaction involved, the names of any staff you dealt with, and what outcome you are seeking. Screenshots help. Please do not send passwords, full payment card numbers, or one-time codes; nobody in the process needs them, and sending them creates a new problem while we solve the old one. If your complaint concerns a withdrawal, include the method and the date requested, but never the credentials of the account it went to.

Timelines

Acknowledgment comes within one working day of receipt. Straightforward complaints, such as a fee question or a delayed deposit, are answered within five working days. Complex complaints involving third parties, such as a card issuer investigation or an exchange incident, can take up to fifteen working days, and if we need longer you will be told why and given a date rather than silence. These timelines meet the response standards expected under the applicable Irish framework, and the clock in the outcome letter starts when your complaint is complete, meaning we have everything we asked you for.

Escalation and external resolution

If you are not satisfied with our final response, you may ask for a review by a senior manager who has not handled the file; write back with your reference number and "Review requested". If the matter remains unresolved after that, you have the right to refer it to the Financial Services and Pensions Ombudsman, the independent statutory body for unresolved complaints of this kind in Ireland. The FSPO expects you to have first used our internal process, and the outcome letter confirms when you have completed it and how to proceed. We do not charge you for the internal process, and the Ombudsman's own complaint procedure is free of charge to consumers.

Our commitments to you

  • Transparency. You can ask at any time what stage your complaint is at, and who is handling it, using your reference number.
  • Confidentiality. Complaint files are seen only by the people resolving them and the reviewers overseeing that work; raising a complaint never affects how your account is treated.
  • Objectivity. The person deciding the outcome is never the person whose conduct is in question, and conclusions follow the account records, not assertiveness.
  • Communication. You hear from us at each stage without needing to chase, and if a promised date slips, you hear that before the date, not after.
  • Remedy where due. Where we made a mistake, we correct its consequences, not just the paperwork around it.

Contact for complaints

Write to [email protected] with "Complaint" in the subject line, or post to 26 Fitzwilliam Square, Dublin 2, D02 XY45, Ireland, marked for the attention of Client Support & Compliance. Telephone complaints are taken during Monday to Friday, 9:00–17:30 GMT (excluding public holidays) and are written up and logged the same way, so nothing depends on who answered the phone. Whatever route you choose, the acknowledgment with your reference number is the receipt that the process has started.