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At WaveTrade, we are committed to providing exceptional service to all our clients. We value your trust and strive to maintain the highest standards of fairness and transparency. The purpose of this policy is to provide a clear and effective framework for resolving any concerns or complaints you may have in a timely and efficient manner.Item 1
How to Submit a Complaint
If you are dissatisfied with any aspect of our service, we encourage you to bring it to our attention. You can lodge a formal complaint through any of the following channels:
- Email: Send a detailed message to our dedicated complaints team at complaints@wavetrade.com.
- Phone: Through a phone call to Company’s official telephone centre found on the Company’s website.
- Postal Mail: Through an official letter to the Company’s registered address found on the Company’s website.
To help us investigate your complaint quickly and thoroughly, please provide the following information in your submission:
- Your full name and WaveTrade trading account number.
- A clear description of the issue and the date(s) on which it occurred.
- The outcome you are seeking.
- Any relevant supporting documentation (e.g., trade tickets, statement screenshots, email correspondence).
All formal complaints are handled by our Compliance and Support Departments, and all information you provide is treated with the utmost confidentiality.
Our Complaint Handling Process
Step 1: Acknowledgment
Upon receipt of your formal complaint, we will send you a written acknowledgment via email within48 hours(two business days). This communication will include a unique reference number for your case, which you should use in all future correspondence regarding this matter.
Step 2: Investigation
Our Compliance or Support team will conduct a thorough and impartial investigation of your complaint. We will examine all relevant information, including your account records and the details you have provided.
Step 3: Communication and Resolution
We aim to provide you with a final response, or a substantive update on our progress, within15 calendar daysof receiving your complaint. During the investigation, we may contact you to request additional information or clarification to ensure a full and fair assessment.
Step 4: Final Response
Our final response letter will clearly state our findings, the decision we have reached, and the reasons for it. If we find that an error has occurred, we will explain the steps we will take to rectify the situation.
Further Escalation
We are confident that we can resolve the vast majority of complaints to our clients' satisfaction. However, if you are not satisfied with our final response, or if we have exceeded the 30-day timeframe without resolving the issue, you have the right to escalate your complaint to an independent dispute resolution service or the relevant regulatory authority.
Our final response letter will provide you with the necessary contact details for this external escalation.
For general inquiries that do not constitute a formal complaint, please contact our main support team at support@wavetrade.com.
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