Complaints and Dispute Resolution — We're On Your Side
Our mission is to restore fairness honestly and quickly. We operate under the No Dealing Desk model and are not a counterparty to your trades. If you believe execution or service was incorrect — file a complaint, and we'll conduct an objective investigation.
Our Principles
We start with the assumption of client good faith and seek solutions, not excuses.
Decisions based on data — order logs, quotes, execution policy, and LP responses.
We confirm receipt within 1 business day and keep you promptly informed.
Your data is protected and used only for investigation purposes.
When is it a Complaint vs. a Question?
- • Disputing trade execution/commission/delays
- • Suspected technical malfunction
- • Non-compliance with account conditions
- • How to deposit/withdraw funds
- • Platform configuration help
- • Finding reports — use Help Center
How to Submit a Complaint
Log in to your personal cabinet, navigate to Support section, select "Complaint" as the topic, and provide details about your issue. Our team will review and respond within 1 business day.
Don't have an account yet? Register here to access our secure support system.
Trade Details
- • Account number/login, Order ID/ticket
- • Instrument, order type
- • Date and time (UTC)
- • Expected vs actual price/result
Supporting Materials
- • Screenshots, statements, terminal logs
- • Network details, platform version
- • Steps to reproduce issue
- • Any additional relevant details
Process and Timeline
Confirmation (within 1 business day)
We assign a complaint number, confirm receipt, and verify data completeness.
Investigation (usually within 10 business days)
- • Review MT5/FIX logs and monitoring systems
- • Compare EOD and tick data with Composite BBO and price levels
- • Request LP confirmation (if necessary)
- • Check symbol/account settings and current market conditions
Decision and Explanation
We provide a reasoned response with log excerpts/screenshots and indicate what will be done to prevent recurrence.
Appeal/Escalation
If you disagree with conclusions, request review by compliance officer. Further external escalation to regulatory ombudsman available.
What We Investigate
Compliance with best available prices (BBO), market depth, and order parameters (IOC/FOK/max deviation).
Correct route selection (price/volume/latency/acceptance probability), sweep/split when volume insufficient.
LP rejection and delay statistics at trade time; whether there was rejection and how we rerouted.
Incident presence (data center, network, bridge), load, timeouts, error logs.
Decision Criteria and Possible Outcomes
- • Trade correction to fair price (based on Composite/market sources) — when conditions met
- • Commission refund/reduction and/or goodwill compensation
- • Configuration update, defect fix, public post-mortem (for significant incidents)
- • Provide evidence (quotes, logs, LP responses), explain volatility/gaps/spreads impact
- • Risk/platform setting recommendations
- • Partial compensation (e.g., commissions) and improvement measures
Important: We do not compensate indirect/lost profits, trading losses from market changes outside our responsibility zone, in accordance with Terms of Service.
Example Situations
Price moved beyond limit, order not executed — correct. We explain mechanics, show spread chart and BBO.
LP rejected per policy; system performed retry at another LP with slight slippage. We explain why and show rejection statistics.
Inflated price step — confirmed. We recalculate, compensate commission, record changes and controls.
Frequently Asked Questions
Need Help Right Now?
Our support team is available 24/5 to assist you with any questions or concerns.