Complaints procedure

1. Purpose of this procedure

This procedure exists so that every client has a clear, written route to raise a problem and receive an answer that takes the problem seriously. We treat complaints as free quality control: each one is logged, investigated by someone who did not cause it, and answered with specifics rather than a template apology. The procedure applies to all aspects of the service, from onboarding and verification to trading activity, fees, payments and the behaviour of staff.

2. How the process works

Stage 1: Submit the complaint

Send your complaint from your registered email address to [email protected], or hand it to your personal manager, who must forward it the same working day. A complaint becomes official the moment it reaches that address, whatever its format.

Stage 2: Acknowledgement and ownership

Within one business day you receive a written acknowledgement containing a case reference and the name of the person handling your complaint. From that point, one named handler owns the case end to end; you will not be passed between departments to re-explain the same facts.

Stage 3: Investigation

The handler reviews your account records, audit history, transaction logs and the correspondence relevant to the complaint, and contacts any internal team involved. Where your complaint concerns a third party, such as a payment processor, we make the enquiries on your behalf rather than redirecting you.

Stage 4: Written outcome

You receive a full written response: what we found, what we concluded, what we will do about it, and, where applicable, what compensation or correction we consider appropriate. If we got something wrong, the response says so plainly.

Stage 5: Review on request

If the outcome does not satisfy you, you may request a review by a senior manager who was not involved in the first decision. The review re-examines the evidence and either upholds, varies or overturns the first outcome, with reasons.

3. What to include, and what not to send

To investigate quickly, include: your full name, the email address registered to your account, dates and amounts involved, the names of any staff you dealt with, and a clear description of what happened and what outcome you are seeking. Screenshots help where a screen displayed something unexpected.

Do not include in an email complaint: passwords, one-time authentication codes, full payment card numbers, or photographs of documents beyond what a handler specifically requests through the secure channel. No legitimate complaint process needs those by ordinary email.

4. Timelines

Acknowledgement: within one business day of receipt. Full response: within fifteen business days of receipt in standard cases, or a detailed status update explaining what is still outstanding where the case depends on a third party, such as a card issuer investigation. Senior review: a further fifteen business days. UK-specific: where a complaint concerns payment services, regulatory guidance expects providers to respond within defined periods, and we align our internal deadlines to those expectations; if we ever need to exceed them, we tell you in advance and explain why.

5. Escalation and external dispute resolution

If the internal process, including the senior review, does not resolve your complaint to your satisfaction, you may take the matter to an independent dispute-resolution or redress scheme applicable to the nature of your complaint and your jurisdiction. Because the availability of such schemes depends on the service involved and on where you live, your final written outcome letter will state, for your specific case, which external routes are open to you and how to reach them. We will not obstruct an escalation; the file is yours on request.

6. Our commitments

Transparency: every complaint receives a case reference, a named handler and a written outcome; nothing is closed by silence. Objectivity: investigations are conducted by staff independent of the events complained about, and senior review reopens the evidence rather than defending the first answer. Confidentiality: complaint data is seen only by those handling it and those who must act on it. Communication: you hear from us at every stage change, not only at the end. Learning: recurring complaint themes are reviewed by management, and changes made in response are recorded. Fairness: making a complaint never affects your standing as a client or the service you receive.

7. Contact information

Complaints and questions about this procedure: [email protected]. Support hours: Monday to Friday, 9:00–17:30 GMT (excluding public holidays). Postal correspondence: London, United Kingdom — [REGISTERED OFFICE ADDRESS]. If your matter is urgent because funds are at immediate risk, say so in the subject line; security-relevant reports are prioritised for immediate action.