In short
- You can complain by email or through the client portal.
- We acknowledge every complaint within [5] business days and aim to resolve it within [15] business days.
- We are not a regulated firm, so no ombudsman scheme is available. If you are not satisfied with our final response, you may seek independent legal advice.
Our commitment
We aim to provide an excellent service, but we recognise that things can sometimes go wrong. We take every complaint seriously and handle it fairly, promptly and free of charge.
How to complain
Please first contact our support team, who can often resolve issues straight away. If you would like to make a formal complaint, please send it:
- by email to [email protected] [or [email protected]], with “Complaint” in the subject line; or
- through the client portal, under Support.
Please include your full name, account number, a clear description of the issue, relevant dates and ticket numbers, and the outcome you are seeking.
What happens next
| Stage | What we do | Timeframe |
|---|---|---|
| Acknowledgement | We confirm receipt and give you a reference number | Within [5] business days |
| Investigation | An independent member of our compliance team reviews your complaint | Up to [15] business days |
| Final response | We send a written response explaining our decision and any remedy | Within [15] business days, or [35] in exceptional cases |
If we need more time, we will write to you explaining why and when you can expect our final response.
If you are not satisfied
If you are not satisfied with our final response, or we have not responded within the timeframe above, you may seek independent legal advice and bring your claim before the competent courts. Because the Company is not authorised or regulated by a government financial regulator, there is no regulator, ombudsman or statutory dispute resolution scheme to which you can refer your complaint.
Using our complaints procedure does not affect your right to take legal action.
Record keeping
We keep records of all complaints and the measures taken to resolve them for at least [five] years, and we use them to improve our services.
This document is provided in English. Translations are for convenience only; if versions differ, the English version prevails. Complate Capital Trade Ltd is not authorised or regulated by a government financial regulator.
