Dispute Resolution Process
In the unlikely event that you’re not satisfied with any aspect of our services, please contact our client support team by email at [email protected]
If our customer support representative is not able to resolve your issue, then you can raise the matter as a complaint with our Compliance Department. They’ll carry out an extensive and impartial assessment to establish whether we’ve acted fairly and in compliance with all our contractual and regulatory obligations towards you. It is important to describe the issue in detail and gather any supporting documents that will assist us in resolving your complaint efficiently.
We aim to provide you with a written response on our decision within 21 days of receiving it. However, some complaints are more complex and may take longer to resolve. If this is the case, we will keep you informed of our progress.
You can contact our Compliance Department at: [email protected]
If you believe that we haven’t resolved your complaint to your satisfaction, then you are able to refer it to the Financial Commission;
Complaints to the Financial Commission
Should a complaint remain unresolved by the Company or the Client remains dissatisfied, he/she can escalate his/her complaint to the Financial Commission https://financialcommission.org/ which the Company is a member.
The Financial Commission is an independent and impartial Forex and CFD external dispute resolution organisation. Clients should contact the Financial Commission always in accordance with the Commission’ s rules and procedures.
There are a few important things to be aware of about making a complaint to the Financial Commission:
- The service is free of charge
- You can make your complaint by using the form available on their website.
- The FC will only hear certain types of complaints; you can find out more on their website or contact our Compliance Department.
- A complaint to the FC must be made within 45 days of the incident occurring.
- Compensation Fund as an insurance covered up to €20,000 if a member Broker refuses to adhere to a judgment or if a member is removed without paying under a judgment that was awarded against it.
