If you wish to submit a formal complaint, please do so through your Personal Area → Support section using the dedicated online form. Complaints submitted via chat or phone will not be considered official. When submitting your complaint, please include: • Your full name and trading account number. • The date and time of the incident. • A clear description of the issue and the requested resolution. • Supporting materials, such as screenshots, statements, or logs, if available. Once your complaint is submitted, you will receive a unique tracking number (Case ID) to monitor its status. All complaints are processed in accordance with our Complaint Handling Policy, available on our website.
Once your complaint is submitted, you will receive an acknowledgement email within 1 business day, confirming that it has been registered. • Standard cases are reviewed and resolved within 10 business days. • Complex cases may take up to 21 business days. • Exceptionally complicated cases, involving third-party data or regulatory consultation, may take up to 90 calendar days. If additional information is required, the review period will pause until you provide the requested documents or explanations. If we are unable to complete the investigation within the normal timeframe, we will send you a holding reply, explaining the reason for the delay and indicating a new estimated completion date. All complaints are handled fairly, transparently, and in accordance with our Complaint Handling Policy.
If you believe that a trade was executed incorrectly (for example, due to price deviation, slippage, delayed execution, or a platform error), please submit a formal trade complaint through your Personal Area → Support section. The complaint must be filed within 3 business days of the incident and should include: • Your trading account number. • The order or ticket number. • The date and exact time of the trade. • A detailed description of the issue and supporting screenshots or logs, if available. All trade-related complaints are reviewed in accordance with our Order Execution Policy and Complaint Handling Policy. If an execution error is confirmed, the company will make an appropriate correction to your account.
Your trading account may be temporarily or permanently blocked for one of the following reasons: • Incomplete, incorrect, or expired identity verification (KYC) documents. • Suspicious or irregular activity detected under our AML monitoring procedures. • Multiple accounts, chargebacks, or violation of trading or bonus terms. • Sanction screening or regulatory restrictions affecting your jurisdiction. • Security reasons — for example, unauthorized login attempts or potential account compromise. When your account is restricted, you will receive an email notification explaining the reason and the steps required to restore access. In most cases, you can resolve the issue by updating your verification documents or providing the requested information to our compliance team. All account restrictions are applied strictly in accordance with our Client Agreement, AML/KYC Policy, and Risk Management Policy.
Yes. If you disagree with the outcome of your complaint, you may submit an appeal within 14 calendar days after receiving the decision. Appeals should be submitted via Personal Area → Complaints → Appeal with additional evidence or clarification.
If you are not satisfied with our final response, you may refer your case to the Financial Services Commission (FSC) of Mauritius. Contact details are available in the Complaint Handling Policy and on the FSC official website.