Complaints policy
1. Introduction
This policy, which may change from time to time, applies to your account registered with Deriv Capital Contracts & Currencies L.L.C.
2. Fair treatment
We are committed to treating our clients fairly and providing them with excellent service.
We would love to hear from you on how we can improve our services. Any information you provide will be treated in the strictest confidence. Rest assured that you will be heard, valued, and always treated fairly.
3. General queries
If you have an inquiry regarding your trading account with Deriv Capital Contracts & Currencies L.L.C, you can contact us through our Help centre or by chatting with a representative via live chat.
We are committed to resolving your query as quickly as possible and appreciate your patience in allowing us to do so.
We strive to provide our customers with the best possible service and support. However, if we are unable to resolve your query or if you feel that our response is unsatisfactory, we want to hear from you.
4. Complaints
We take all complaints seriously and aim to resolve them as quickly and fairly as possible.
4.1. What is considered a complaint?
A complaint is any expression of dissatisfaction by a client regarding our products or services that requires a formal response. If what you submit does not fall within the scope of a formal complaint, we will still respond to your message and handle it in accordance with our internal processes.
4.2. Submission of a complaint
To submit a complaint, please send an email to [email protected], providing as much detail as possible. To help us investigate and resolve your complaint more efficiently, please include the following information:
- Your account number
- A clear and detailed description of your complaint, including any relevant dates, times, and transactions
- Any relevant screenshots or supporting documentation that will assist us in understanding the issue
4.3. Acknowledging your complaint
Once you submit your complaint, we will send you an acknowledgement email to confirm that we have received it.
4.4. Handling your complaint
Once we receive the details of your complaint, we will review it carefully and keep you updated on the handling process. We might request further information or clarification to facilitate the resolution of the complaint.
4.5. Resolving your complaint
We shall try to resolve your complaint within 15 business days. We will inform you of the outcome together with an explanation of our position and propose any remedial measures we intend to take.
4.6. Your decision
If we are unable to resolve your complaint or you are not satisfied with the company’s decision, you can escalate your complaint to the Securities and Commodities Authority (“SCA”). We can provide you with the details on how to escalate the complaint to the SCA if requested.
5. Retention of documentation
In line with Clause 7.8 of the General terms of use, we may keep records pertaining to your complaint and the correspondence thereto for at least ten (10) years from the end of the client relationship, due to our legal and regulatory obligations.
