If something has gone wrong and you're not happy with how we've handled it, tell us. Our support team resolves most problems the same day. If they can't, you can make a formal complaint, which our compliance team investigates and answers in writing.
Start with support
Contact us through the chat and explain what happened. Support can check a trade, a deposit or a withdrawal with the team responsible and put most things right straight away. See How do I contact support? If your question is about how a trade was settled, there's a specific check for that. See I have a question about a trade result.
Make a formal complaint
If you're not satisfied with support's answer, tell us through the chat or the contact form in your client area that you want to make a formal complaint. Do this within seven business days of the day you became aware of the problem, and include:
- your full name and the email address on your account;
- the date and time the problem happened;
- the trade or transaction IDs involved, if there are any;
- a clear description of what happened and what you believe we got wrong, with screenshots if you have them.
Keep it factual. A short, specific account is the quickest to investigate.
What happens next
- We register it. Your complaint gets a reference number and we confirm it by email. From then on it's handled by email under that number.
- Our compliance team investigates. They work from our own records of your account, your trades and your payments, which are the primary evidence. Prices quoted by other brokers or charting services aren't used, because every trade is settled on our own feed. See How are Zentrader's prices set?
- You get a written decision within 14 business days of the day we received the complaint. If a complicated case needs longer, we tell you.
Related: I have a question about a trade result · How do I contact support? · How are Zentrader's prices set? · Which Zentrader company serves me?