We take all complaints seriously. Here's how to raise a formal complaint and what to expect.
Broker Platform is committed to providing a fair, transparent, and reliable service. When things go wrong, we want to know so we can fix them. We aim to resolve all complaints promptly and fairly.
Before raising a formal complaint, contact our support team via the Contact page or through the Support ticket system in your dashboard. Many issues can be resolved at this stage.
If your issue is not resolved to your satisfaction, email our compliance team at support@broker.aces-portal.com with the subject line "Formal Complaint". Include your account details, a description of the issue, and any evidence.
We will acknowledge your formal complaint within 2 business days and assign a reference number for tracking.
Our compliance team will investigate your complaint and aim to provide a full written response within 15 business days. Complex cases may take up to 30 business days, in which case we will keep you updated on progress.
If you are not satisfied with our final response, you may have the right to refer your complaint to the relevant regulatory body in your jurisdiction.