Complaints policy

1. What counts as a complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the service we have provided, including a trade, our charges, how the platform behaved, how your account was run, or the conduct of our staff. You do not need to use the word “complaint” for us to treat a matter as one.

2. How to complain

You can complain by email or by post. Email gives us the clearest record, so it usually leads to the fullest answer.

• Email: complaints@quantivofx.com
• From your registered email address: requests are handled from the email address registered to your account. See the Contact page for the other published addresses.
• Post: Complaints Team, Quantivo Ltd, 220-224 Tottenham Ct Rd, London W1T 7PZ, United Kingdom

Please include your account email address, the order numbers or dates involved, and what outcome you are looking for. If you have screenshots or documents, attach them. They usually shorten the process considerably.

3. Stage one: resolution

We acknowledge your complaint within one business day and assign it to a named handler who was not involved in the matter. Where the issue is straightforward, such as a question about a charge, a funding delay, or how the platform works, we aim to resolve it within three business days.

If we cannot resolve it quickly, we will tell you what we are looking into and when you will hear from us next. We will not leave a complaint without a response beyond five business days.

4. Stage two: formal review

If stage one does not resolve the matter, or if you ask us to escalate it, the complaint moves to a formal review carried out by a senior member of our compliance team who has not been involved so far. We will look at your order history, the messages you have sent us, and the terms that applied to your account, and we will write to you with what we find.

5. Our final response

We issue a final response within eight weeks of receiving your complaint, and in most cases considerably sooner. The final response states our decision, the reasons for it, any remedy we are offering, and how to escalate if you remain dissatisfied. If we cannot finish our investigation within eight weeks, we will write to explain why and give you a firm date for the final response.

6. Escalation

If you are unhappy with our final response, or if eight weeks have passed without one, you may be able to refer the matter to a dispute-resolution scheme or a public authority in the country where you live.

Which scheme applies to you depends on the entity that holds your account. Those details are being finalised and will be published here. You can also take legal action at any time.

7. Complaints data

We record every complaint, how long it took to resolve and what the outcome was. We review complaints regularly, and repeated themes are passed to the team responsible and tracked until they are fixed.

We use complaints as a source of feedback about the platform: if the same problem keeps coming up, we treat it as something to change rather than something to answer again and again.