Legal

Complaints

We are committed to providing a high standard of service. If we fall short of your expectations, we want to know so that we can put it right and improve. This policy explains how to make a complaint, how we will handle it, and what to do if you remain dissatisfied.

Last updated: June 2026

1. Our commitment

We treat all complaints seriously, fairly and promptly. Making a complaint is free of charge and will not affect how we treat you.

2. How to submit a complaint

You can submit a complaint by emailing [email protected]. To help us investigate quickly, please include the following:

  • Your full name and account number.
  • A clear description of your complaint and what went wrong.
  • Any relevant dates, times and reference numbers.
  • Copies of supporting evidence, such as screenshots or correspondence.
  • How you would like us to resolve the matter.

3. What happens next

We will acknowledge your complaint promptly, normally within a few business days, and let you know who is handling it. We will investigate the issues you have raised thoroughly and impartially, and may contact you for further information.

4. Our final response

We aim to resolve complaints as quickly as possible and to provide a final response within the timeframes required by applicable rules. Our final response will explain the outcome of our investigation, the reasons for it, and any remedial action or redress where appropriate.

5. If you remain dissatisfied

If you are not satisfied with our final response, or if we have not resolved your complaint within the applicable timeframe, you may be entitled to refer your complaint to an independent ombudsman or dispute-resolution scheme in your jurisdiction. The relevant details, including any time limits, will be provided in our final response.

6. Records

We keep records of complaints and the measures taken to resolve them, in accordance with our compliance obligations, and use them to identify and address the root causes of recurring issues.

7. Contact

To raise a complaint or ask about this policy, contact us at [email protected].

This document is provided for general information and may be updated. The version applicable to you is the one accepted during account opening or published by the contracting OTOFX entity.