Client Complaints Procedure
At TIO Markets Ltd (the “Company”), we are committed to delivering services in a professional, transparent, and efficient manner. Nevertheless, we understand that concerns or dissatisfaction may occasionally arise in relation to the services provided.
Clients who wish to raise a concern or submit a complaint regarding any product or service offered by the Company may do so by following the process described below.
1. Initial review by customer support
Clients are encouraged to first contact the Company’s Customer Support Team, as many issues can be clarified or resolved promptly at this stage.
Contact method
Email: [email protected]
When submitting your enquiry or concern, please include sufficient information to allow us to properly assess the matter, such as:
- ✓Your full name and trading account number;
- ✓A detailed explanation of the issue raised;
- ✓Relevant dates, transactions, or events connected to the matter;
- ✓Any supporting material or documentation available.
The Customer Support Team will review your request and aim to provide clarification or a proposed solution within a reasonable timeframe.
Where no further communication is received from you after a response has been provided, the Company may consider the matter concluded.
2. Formal complaint submission
If the outcome provided by Customer Support does not satisfactorily address your concerns, you may escalate the matter by submitting a formal complaint to the Company’s Complaints Department.
Complaints department contact
Email: [email protected]
Following receipt of a formal complaint, the Company will:
- ✓Confirm receipt of the complaint within five (5) business days;
- ✓Conduct an independent and objective review of the matter;
- ✓Evaluate whether the Company has complied with applicable contractual, legal, and regulatory requirements;
- ✓Provide a written final decision within two (2) months from the complaint submission date.
Clients are advised to provide all relevant information and evidence at the time of submission to facilitate a comprehensive investigation. This includes trade order ID’s and other relevant documentation.