Who can use the complaints form?
In order to submit a complaint, you will first need to submit a support ticket via the Contact Us page in order to reach Gemini Support. Gemini is committed to providing best in class support to our customers. If you have already submitted a ticket and feel that your issue has not been resolved, we do also provide a complaint process.

Where can I submit an official complaint?

If you have previously reached out to Gemini Support and have not received a satisfactory resolution to your issue you can submit a complaint using the form here. You will need to include your ticket number on the submission. If you do not have an existing ticket, you will need to first reach out to Gemini support here to resolve your issue.

Our complaints procedure is described in the User Agreement. Please be sure to review the specific user agreement that applies to you for more information on how the process works.

How should I fill out the complaints form?
Please be sure to provide as much detail as possible about the cause of your complaint, as well as how you would like us to resolve the issue and your rationale for the resolution. The complaints form allows for a timely and secure submission.

I’ve submitted my complaint, what can I expect next?

After submitting your complaint, you'll receive an acknowledgment within 24 hours that we have received it. This acknowledgement will also contain more information about the process and timeline that is applicable to your country of residence.