Complaints
How to complain, what happens next, and how long each step takes.
Before you rely on this
This document is a drafting framework prepared for a platform that is not yet trading. It has not been reviewed by qualified counsel in any jurisdiction, and it must be before it is relied upon by anybody.
A complaint about an instrument — its terms, its performance, or a decision about your eligibility — is a matter for its issuer, not for us. This procedure covers complaints about the platform itself.
1. How to complain
Write to COMPLAINTS CONTACT. Tell us what happened, when, and what you would like us to do. If you have a reference from a support conversation, include it.
2. What happens then
- We acknowledge within ACKNOWLEDGEMENT PERIOD and tell you who is handling it.
- We investigate. If we need something from you we will ask once, clearly.
- We give you a final response within FINAL RESPONSE PERIOD, setting out what we found, what we are doing, and why.
- If we cannot meet that deadline we will tell you before it passes, with a reason and a new date.
3. If you are not satisfied
If our final response does not resolve matters, you may be able to refer the complaint to OMBUDSMAN OR ADR SCHEME. A data-protection complaint may also be taken to SUPERVISORY AUTHORITY. Referring a complaint does not affect your legal rights.
Before this page is published
The highlighted terms above are facts about a specific legal entity that this draft does not know. Each must be supplied, and the whole document reviewed by qualified counsel, before anybody relies on it.
- COMPLAINTS CONTACT address and any required alternative channel
- OMBUDSMAN OR ADR SCHEME, where the operator falls within one
- STATUTORY DEADLINES for acknowledgement and final response in the operator’s jurisdiction