Legal

Complaints Policy

How to raise a complaint, what happens after you do, and the timescales you can expect at each stage.

Not yet published

The operative text of this document has not been published yet. This page sets out what the document will cover so the structure can be reviewed; it is not itself a policy and should not be relied on as one.

Scope

What this document will cover

Customers and anyone affected by a service we provide.

01
How to submit a complaint, and what to include
02
Acknowledgement timescale
03
How a complaint is investigated and by whom
04
The timescale for a substantive response
05
Escalation if the outcome is not accepted
06
Records kept and how complaints data is used

The rest of the legal set

Privacy Policy

How personal data is collected, used, stored and shared when you use this website or a deployment we operate.

Cookie Policy

Which cookies and similar technologies this website sets, what each one does, and how to control them.

AML & KYC Policy

The anti-money-laundering and know-your-customer standards applied to counterparties and to deployments we operate.

Deposit & Withdrawal Policy

Which funding methods are accepted, how a deposit or withdrawal is processed, and the checks applied before funds move.

Restricted Countries Policy

Which jurisdictions we do not onboard clients from or provide services into, and how that list is maintained.

Questions

Need this before it is published?

Firms carrying out due diligence often need these documents ahead of a public release. Ask and we will tell you where the current draft stands.