Raising a complaint

Contact the support desk before anything else. The majority of issues that arrive as complaints turn out to be questions about how something works — an unexpected swap charge, a withdrawal still with a bank, a position closed at a stop-out level — and those resolve in a single conversation once the mechanics are explained.

Reach the desk through any channel on the contact page. Have your account number and the date and time of the event to hand; for a trade-related issue, the ticket number makes the difference between a same-day answer and a week of correspondence.

If the first answer does not resolve the matter, submit a formal complaint in writing. Include your full name and account number, the date and time of the events, the specific instruments or transactions involved, what you believe went wrong, and what outcome you are seeking.

Specificity determines speed. A complaint that identifies a ticket number and a timestamp can be checked against our execution records immediately; one that describes a general dissatisfaction requires several exchanges before the investigation can even begin.

A formal complaint is acknowledged in writing, logged with a reference number, and assigned to someone independent of whoever handled the original matter. The investigation examines platform logs, execution records, and correspondence rather than relying on either side's recollection.

You receive a written decision setting out what we found, the evidence it rests on, and any remedy. If the investigation will take longer than the published timeframe — because it depends on a third party such as a bank or payment provider — you are told that before the deadline passes rather than after.

If our decision does not satisfy you, the complaints procedure document sets out the next step, including any external body you may refer the matter to and the time limits that apply to doing so.

That route exists precisely because a firm investigating a complaint about itself is not a complete answer. We would rather you use it than leave a genuine grievance unresolved — and we publish the path to it rather than waiting to be asked.