Complaints Procedure
Version 1.0 · Effective 26 October 2026 · Last revised 26 October 2026
How to complain to Symfonite, how long each step takes, and where else you can go.
Key points
- You can complain by email, free of charge. Anyone affected by our Services can complain.
- We acknowledge your Complaint within 5 business days and give a final response within 30 days.
- We look into it and answer in writing. If you disagree with the answer, you can ask us to review it.
- Complaints about trading, prices, deposits or withdrawals at your broker go to the Partner Broker. We can pass them on with your permission.
- You can complain about how we handle your personal data to the data-protection authority in Cyprus at any time.
1 About this procedure
1.1Words defined in the Terms of Use have the same meaning here.
1.2This procedure explains how to complain to SYMFONITE LTD about the Services, what happens next, and how long each step takes. It forms part of the Terms of Use.
- Complaint
- any expression of dissatisfaction about the Services or about how we have treated you, made to us in writing, where you expect a response.
2 Who can complain, and about what
2.1Anyone affected by the Services can complain: users, Partners, people who have contacted us, and people who say they have been affected by what we or a Partner did. You can also complain on behalf of someone else if they have given you written authority, which we may ask to see.
2.2You can complain about anything we do or fail to do: for example, a decision on your Account, how a Partner promoted us, the content of a Signal, or how we handled your personal data.
3 How to complain
3.1Email support@
- your name and the email address linked to your Account, if you have one;
- what happened, and when;
- what you would like us to do to put it right; and
- copies of anything that helps, such as screenshots, statements or transaction IDs.
3.2If you cannot email us, write to us at our registered office: Morfo Court, Block A, Office 7, Kimonos 58, 3095 Limassol, Cyprus.
3.3Complaining is free. You can write in English, or in your own language if you prefer; if you write in another language, we may need extra time to translate it, and we will tell you if so. We reply in English.
3.4Please never send us passwords, two-factor codes or private keys. We will never ask for them.
4 What happens next, and when
4.1After you complain, these three steps follow:
- Acknowledgement. We confirm in writing that we have received your Complaint within 5 business days, with a reference number.
- Investigation. We look into it. We may review our records and ask you or a Partner Broker for more information.
- Final response. We send you a written final response within 30 days of receiving your Complaint. It explains what we found, our decision and our reasons, and what we will do to put things right if we got something wrong.
4.2If we cannot give a final response in that time, we will write to you before the deadline. We will explain why, and tell you when you can expect our final response.
4.3If we find that we made a mistake, we will put it right.
5 If you disagree with our answer
5.1If you are not satisfied with our final response, you can ask us to review it within 30 days of receiving it. Reply to our final response and say why you disagree.
5.2We review the Complaint and send you the outcome in writing within 30 days. The review is our last word on the Complaint, but it does not affect any other route open to you under section 8.
6 Complaints about a Partner Broker
6.1We do not run your Broker Account. Complaints about prices, order execution, margin, account opening, deposits or withdrawals at a Partner Broker must go to that broker, under its own complaints procedure. If you remain unhappy, you may be able to take the matter to the broker entity's regulator or dispute body, which is named on our broker pages.
6.2With your permission, we can pass your Complaint to the Partner Broker's partner team and ask it to respond to you. We cannot decide the Complaint for the broker.
7 Complaints about your personal data
7.1If your Complaint is about how we handle your personal data, email info@
8 Other routes
8.1You can bring a claim in the courts, as Terms of Use, section 18 explains.
8.2Because we hold no financial services licence, the Services are not covered by a financial ombudsman scheme.
9 Records and fair treatment
9.1We keep a record of each Complaint, our response and what we did about it for up to 6 years after the Complaint is closed, as the Privacy Policy, section 8 explains. We use these records to handle your Complaint, to answer authorities, and to find and fix recurring problems.
9.2Complaining will never count against you. It does not affect your access to the Services.