CFDs are complex instruments and come with a high risk of losing money rapidly due to leverage. 71.7% of retail investor accounts lose money when trading CFDs with FXDD. You should consider whether you understand how CFDs work and whether you can afford to take the high risk of losing your money.

How to File a Complaint

We at FXDD are dedicated to delivering the highest level of service in a professional and helpful manner. However, we acknowledge that a client may not always be satisfied with the service provided.

In response to this, a procedure has been implemented and maintained to ensure the reasonable and prompt handling of any complaints received.

For clarity, a complaint is broadly defined as a written expression of dissatisfaction with the services provided or actions taken that necessitate a response. We differentiate complaints from queries, with queries being challenges to specific decisions in specific circumstances.

Our policy is as follows:

  • Provide a fair and easily accessible complaints procedure for anyone wishing to make a complaint;
  • Publicize the existence of our complaints procedure to ensure individuals know how to contact us to register a complaint;
  • Ensure all employees within the Company are aware of the appropriate actions to take upon receiving a complaint;
  • Conduct fair and timely investigations of all complaints;
  • Strive to resolve complaints whenever possible and repair relationships;
  • Formalize an official complaint against the Company through a written or email request, initiating the complaint process;
  • You can submit your complaints to [email protected].

In cases where a complaint is made orally, the Company will direct the customer to submit the complaint in writing. If this is not possible, the person handling the complaint will formalize the oral complaint and request confirmation from from the complainant. Any received complaint must be promptly submitted to the Compliance Department.

Upon receipt of a written email or complaint, the Company will acknowledge it in writing within two (2) working days, confirming that the complaint is under investigation.

A full response to a complaint is typically expected within 15 days from the acknowledgement date. However, in complex cases requiring in-depth investigations, the Company will keep the complainant informed on the progress and expected resolution timeline.

Upon the completion of the investigation, a final resolution letter or email will be provided to the complainant outlining the findings and whether the complaint has been upheld or rejected.

If the complainant is still not satisfied following the investigation and response from the Company, they will be advised that they can contact the Office of the Arbiter for Financial Services:

Office of the Arbiter for Financial Services

N/S in Regional Road, Msida MSD 1920, Malta

Tel: 80072366 or 21249245

Email: [email protected]

Website: https://financialarbiter.org.mt

Or by lodging a complaint at: (i.e., https://www.financialarbiter.org.mt/oafs/complaint)

Recent Awards

  • awards
    Forex Traders Summit
    2023
    Best Customer Service Broker
  • awards
    Dubai Forex Expo
    2023
    Best FX Provider MENA
  • awards
    Forex Ratings
    2023
    Most Transparent Broker - Europe
  • awards
    Dubai Forex Expo
    2021
    Most Reputable Forex Broker 2021

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