Complaints
Complaints Handling Timeline
At BProTrade, we are committed to resolving your concerns swiftly and effectively. Below is our structured timeline for handling complaints:
- Investigation: Our team thoroughly investigates your complaint, reviewing all relevant information and documentation. If additional details are required, we may contact you for clarification.
- Resolution: We aim to resolve complaints as quickly as possible. Depending on the complexity of the issue, a resolution is typically provided within several. If the resolution takes longer, we will keep you updated on the status of your complaint.
- Communication: Once a resolution is reached, we inform you in writing, outlining the steps taken and any remedies that will be provided.
- Feedback: Your feedback is valuable to us. If you are not satisfied with the outcome, you can escalate your complaint as outlined in our Complaints Policy.
Our goal is to maintain transparency and accountability throughout the complaint resolution process, ensuring your concerns are addressed promptly and effectively. For more details, please consult our Complaints Policy or contact our support team.
Interpretations of Terms
Understanding key terms related to BProTrade’s services is crucial. Here’s how we define them:
- Account: Your personal profile on BProTrade, which you must create to access and use our services.
- Services: Refers to all the tools, features, and offerings available on BProTrade, including trading platforms and customer support.
- Transaction: Any financial activity carried out on BProTrade, including deposits, withdrawals, and trades.
- Privacy Policy: Describes how BProTrade collects, uses, and safeguards user data.
- Terms of Service: The agreement between BProTrade and its users, outlining the rights, obligations, and guidelines for using our platform.
- Amendment: Any updates or changes made to BProTrade’s Terms of Service or Privacy Policy.
Having a clear understanding of these terms ensures effective communication and alignment between BProTrade and its users regarding service use and data protection. For further details, please review our full Terms of Service and Privacy Policy, or feel free to contact our support team.
Complaint Procedure
At BProTrade, we are dedicated to addressing your concerns promptly and fairly. Our complaint procedure follows a structured approach to ensure efficient resolution:
- Submission: Submit your complaint through the designated form on the BProTrade website or contact our customer support team directly. Include your name, contact information, account details (if applicable), and a clear description of the issue.
- Acknowledgment: We will promptly acknowledge receipt of your complaint, usually within several days, and provide a reference number for easy tracking.
- Investigation: Our team will thoroughly investigate the complaint, reviewing all relevant details and documentation. If additional information or clarification is needed, we will contact you.
- Resolution: We strive to resolve complaints as quickly as possible, typically within several days. For more complex cases, additional time may be necessary, and we will keep you updated on the status of your complaint.
- Communication: Once the complaint is resolved, we will notify you of the outcome in writing, detailing the actions taken and any remedies provided.
- Feedback: Your input is valuable to us. If you are not satisfied with the resolution, you may escalate the complaint according to the steps outlined in our Complaints Policy.
We emphasize transparency and accountability throughout the complaint-handling process to ensure a timely and satisfactory outcome. For more details, refer to our Complaints Policy or contact our support team.
Queries
A query at BProTrade is any dissatisfaction related to your account or trading activities. You can submit queries via live chat, email, or phone to our Support Department.
Our Customer Support team will review your query to determine if it can be resolved immediately or if further investigation is necessary.
For more complex queries requiring investigation, we aim to respond within 2 business days.
If you are dissatisfied with the resolution provided by Customer Support, you can escalate your query to our Complaints Department, following the procedures outlined in the “Complaint Handling Procedure” section on the BProTrade website.
Other Information
For more information on BProTrade’s services, policies, or general inquiries, visit our website or contact our support team. We offer comprehensive resources and assistance to ensure you are fully informed and satisfied with our services. Whether you need help with account management, understanding our terms, or navigating the trading platform, our dedicated team is available via email and phone, or support ticket submission on our website. We’re here to assist you with any questions or concerns.