Grievance Redressal
Last updated: September 2026
How to raise a complaint
Raise a ticket on the Contact us page, or write to Support@growcapital.ae with your registered UAE mobile number, the order ID from My account (if applicable), and a description of the issue. You will receive an acknowledgement within 48 hours.
Resolution timeline
We aim to resolve most complaints within 7 working days. Cases involving our bullion or payment partners (for example a refund or a delivery) may take longer; we will keep you informed of progress.
Escalation
If you are not satisfied with the resolution, reply to the resolution email with subject line "ESCALATION", and your case will be reviewed by our grievance officer.
Partner-side issues
For anything involving your gold balance, a delivery, or a card payment, contact us and we will coordinate with JustGold and Network International on your behalf.