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Complaints Procedure

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XPO.Markets Complaints Handling Procedure

At XPO.Markets, we are committed to delivering the highest standards of customer service. If you are dissatisfied with any aspect of our services, we encourage you to let us know. This document outlines our complaints procedure, ensuring that your concerns are addressed promptly and fairly.

How to File a Complaint

If you have a complaint, please follow the steps below:
1. Contact Customer Support
You can reach out to our support team via:
Please provide the following details when submitting your complaint:
  • Full Name
  • Trading Account Number (if applicable)
  • Detailed Description of the Issue
  • Supporting Documents (if applicable, such as screenshots or transaction IDs)

What Happens Next?

2. Acknowledgment of Complaint
Upon receipt of your complaint, we will acknowledge it within 24-72 hours and provide you with a reference number for tracking purposes.
3. Investigation
Our complaints team will thoroughly investigate your concerns. This may involve:
  • Reviewing your account history.
  • Examining relevant transactions or communication records.
  • Contacting you for further clarification if necessary.
4. Resolution
We aim to resolve all complaints within 5 business days. If more time is required, we will notify you of the delay, provide regular updates, and ensure resolution within 30 calendar days.

Complaint Escalation

If you are not satisfied with the resolution provided, you can escalate your complaint by contacting:
Our compliance team will re-evaluate your case and provide a final resolution within 15 business days.

External Resolution

If you are not satisfied with our final response, you may refer your complaint to an independent dispute resolution body or a financial ombudsman in your region, depending on the regulatory framework applicable to XPO.Markets. Details of the relevant authority will be provided upon request.

General Guidelines

  • Complaints must be submitted in writing via email or our official channels.
  • We will not consider complaints made via social media or unofficial communication methods.
  • Ensure that all complaints are filed within 3 months of the issue occurring to ensure timely resolution.

Contact Us

Your feedback is invaluable to us. We are dedicated to improving our services and ensuring a seamless experience for our clients.
XPO.Markets – Your Trust, Our Priority.