Filing a complaint

Disputes between traders and brokerage companies are inevitable. And even well-founded appeal to a broker’s tech support cannot always guarantee a satisfactory outcome. In such cases a trader has the right to file a complaint about poor or inadequate service, or fraud on the part of a brokerage firm in the File a Complaint section. A broker’s refusal to pay funds, unexpected malfunctions of the trading platform, or any other intentional actions entailing trader’s losses are considered to be the reason to lodge a complaint.

The claim can be submitted only with evidence of unfair actions and improper attitude of a broker and provided that the trader had been already trying to settle the issue for at least a week.

When the complaint is filed, it is directed to the complaint processing department. A special commission decides whether it will be further investigated. Being considered, the claim is not available for public viewing and is only displayed in the user’s personal account. In case the complaint is accepted, it becomes available in the All Complaints section for commenting and voting. Otherwise, a trader will be informed about its rejection via email.