How to Raise a Complaint

Here’s a step-by-step guide on how you can raise a complaint with NextTrade:

Client Procedure for Lodging a Complaint:

  1. Identify the Issue:
    • If you believe any service provided by a key individual or representative of NextTrade doesn’t comply with regulations or if you’ve incurred financial losses due to negligence or intentional errors, you’re entitled to raise a complaint.

  1. Submit Complaint:
    • Use the Complaints Form and provide the following details:
      • Your name, surname, and contact information.
      • Your trading account number.
      • A complete description of the complaint.
      • Name of the individual/representative involved.
      • Date of the incident.
      • All supporting documentation related to your complaint.
      • Preferred communication method (email/post/fax).
    • Send the completed form in writing to NextTrade or email it to [email protected].

This process ensures a structured approach to handling complaints, from submission by the client to investigation and resolution by NextTrade.

Client Procedure for Lodging a Complaint:

  1. Identify the Issue:
    • If there’s dissatisfaction with services or financial losses due to negligence, clients can lodge a complaint.
  2. Submit Complaint:
    • Use the Complaints Form with the necessary details and submit it in writing or via email to [email protected].

NextTrade’s Procedure for Receiving a Complaint:

  1. Receipt Confirmation:
    • Upon receiving the complaint, we’ll enter it into our register and promptly confirm receipt, respecting your chosen communication method.
  2. Investigation and Response:
    • A senior team member assigns the complaint for investigation. Within seven (7) working days, you’ll receive preliminary findings and reasons for decisions made.
  3. Resolution and Escalation:
    • If dissatisfied with our response, the complaint is considered unresolved. You may escalate it to the Ombud for Financial Services Providers or seek legal advice.

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