Complaints Procedure

Last updated: [DATE]

We aim to provide a reliable and high-quality educational service. If you are dissatisfied with any aspect of the Platform, we encourage you to contact us so that we can review your concern.

1. How to Submit a Complaint

Complaints should be submitted in writing to:

Email: [COMPLAINTS EMAIL]

Please provide:

• your full name;
• account email address;
• relevant order or course information;
• date of the relevant event;
• description of the issue;
• any supporting information or documents.

Anonymous complaints may not be possible to investigate effectively.

2. Acknowledgement

We will acknowledge receipt of your complaint within [X] business days.

We may request additional information where necessary to investigate the matter.

3. Investigation

We will review the complaint fairly and objectively and will provide a response within the timeframe required by applicable law or, where no specific timeframe applies, within a reasonable period.

If additional time is required, we will explain the reason for the delay.

4. Escalation

If you remain dissatisfied following our internal complaints process, you may have the right to refer the matter to an applicable alternative dispute resolution body, consumer protection authority, data protection authority or other competent authority, depending on the nature of the complaint and your country of residence.

• Relevant authority / ADR body: [AUTHORITY]
• Website: [URL]

5. FXORO Global-Related Complaints

If your complaint concerns regulated brokerage services provided directly by FXORO Global rather than the educational Platform, the applicable FXORO Global complaints procedure will apply.

FXORO Global currently publishes a separate complaints procedure for its clients.