The Company has established internal complaints procedure and policy to ensure that complaints are managed
efficiently by the relevant department. For the Company to investigate and resolve an issue immediately, the
Client must provide his/her full name, contact information, address , account number, and description of the
All complaints should be submitted in writing and must be sent to the Company’s official email address
The Client agrees that he/she is obliged to avert from making public statements in any form relating to his/her
complaint within the period of 30 business days of evaluating the issue. In case that the Client violates this
obligation, he/she will be liable for paying reputational damages of 100.00 USD per day to the Company, starting
from the day of such violation. The cumulative maximum of costs may reach up to 10,000.00 USD.
For more information about the submission of complaints and dispute, refer to 13.3. Dispute Procedures in the
Company’s Terms and Conditions.
2. Dispute Policy
The Company aims to provide its services through the most effective and efficient ways, and with the most
prominent standard of service. The purpose of this policy is to ensure that the Client’s concern is managed
promptly, fairly, and consistently.
In the event that the Client files for a dispute, he/she must provide the necessary and complete information
about the nature of the claim. This includes, without limitation, the Client’s account details, date and time of
the occurrence, description of the dispute, and other details that the Company requires for the circumstance.
The Client acknowledges that the dispute may only be considered valid if the situation is resulting from or is in
connection with the Terms and Conditions of the Agreement. The Client agrees that disputes will not be
attended if it is due to the Client’s negligence or violation of the Company’s Terms and Conditions. The Company
reserves the right to reject disputes that are a result of misunderstandings or miscommunication.
If the dispute is regarding any financial transaction, the Client must provide his/her most recent bank statement
of the involved account.
If the claim is considered invalid, the Company will not consider it as eligible for the proceedings to resolve
such concern or issue.
If the Client believes a discrepancy has occurred in relation to the trades of the Client, he/she must contact the
Company immediately. Such discrepancies may include, inter alia:
- If the placed order was not displayed
- If the order or its specification was changed
- If the position intended to be ongoing was closed
- If the position intended to be closed is ongoing or is still displayed
- If additional positions or orders appear, or an unknown trade is displayed
If the Client does not comply with the proper procedures, the Client thereby waives his/her rights to mitigate
losses. The Client bears full responsibility upon noncompliance with the corresponding procedures, regardless
of the impact of his/her profit or loss on the net result.
The Company will verify the dispute within 30 business days if the dispute is sufficiently documented. In line
with the verification of the dispute, the Client agrees that the guidelines for complaints shall also apply when
The Client and the Company shall undertake every effort to resolve disputes in good faith and on a constructive
basis. The Client acknowledges that threats and blackmails against the Company are prohibited. Such actions
against the Company constitute a legitimate ground for the termination of any business relationship between
the parties, including ongoing negotiations.
Without prejudice to the Company’s rights under the Terms and Conditions, if the parties are in dispute
regarding a trade warrant, the Company can accept recommendations and actions considered reasonable to
limit the maximum amount involved in the dispute. However, the Company is not accountable, and has no
obligations to the Client, for any fluctuations and risks on the Client’s trading account.