Complaints procedure
If something has gone wrong, here is exactly how to raise it and how long each stage takes.
Last updated: TBC — set the date this procedure takes effect.
Step 1 — Tell us
Email help@veltonmarkets.com with “Complaint” in the subject line. To help us resolve it quickly, include:
- Your account number and registered email
- What happened, and when — dates and times where you have them
- The trade, deposit or withdrawal reference if the complaint concerns a specific transaction
- What outcome you are looking for
Step 2 — Acknowledgement
We acknowledge every complaint in writing within [ACKNOWLEDGEMENT PERIOD — commonly 2 business days] and give you a reference number.
Step 3 — Investigation
We review the account records, trade logs and any correspondence. If we need more information from you we will ask promptly. We aim to give you a final written response within [RESOLUTION PERIOD — commonly 15 business days], and where a case is complex we will tell you before that deadline why more time is needed and when to expect an answer.
Step 4 — Our final response
Our response will set out what we found, the decision, and the reasoning behind it. If we uphold your complaint we will explain what we are doing to put it right.
Step 5 — If you are still not satisfied
[ESCALATION — name the external body a client can escalate to: your regulator, an ombudsman, or an independent dispute-resolution scheme, with its contact details. A complaints procedure with no external escalation route is a red flag to both clients and regulators, so this needs a real answer.]
Records
We keep a record of every complaint and its outcome for [RETENTION PERIOD], and review them periodically to identify recurring problems.