Complaints Policy

TopWealth Trading is committed to providing a high standard of service to all our clients. We take all complaints seriously and have established a clear and transparent process for handling them. This policy outlines how you can make a complaint and what you can expect from us during the resolution process.

How to Submit a Complaint

If you are dissatisfied with any aspect of our services, you may submit a complaint through any of the following channels:

Email: Send a detailed description of your complaint to support@topwealthtrading.com with the subject line "Formal Complaint". Please include your full name, account number, and as much detail as possible about the issue, including dates, times, and any relevant documentation.

Written Correspondence: You may submit a written complaint by post to our registered office address. Please mark the envelope "Complaints Department" to ensure it is directed to the appropriate team.

To help us investigate your complaint efficiently, please provide: your full name and trading account number; the date and time the issue occurred; a clear description of the complaint and the outcome you are seeking; and any supporting documentation such as screenshots, statements, or correspondence.

Acknowledgment

Upon receipt of your complaint, we will send you a written acknowledgment within five business days. The acknowledgment will confirm the details of your complaint, provide you with a unique complaint reference number, and identify the member of our team who will be responsible for investigating and resolving the matter.

Investigation and Resolution

Our complaints handling team will conduct a thorough and impartial investigation of your complaint. During the investigation, we may contact you to request additional information or clarification. We aim to resolve all complaints within 30 business days of receipt.

Once our investigation is complete, we will provide you with a written response setting out: a summary of the complaint; the findings of our investigation; the outcome and any remedial action we will take; and information about your right to escalate the complaint if you are not satisfied with our response.

If we are unable to resolve your complaint within 30 business days, we will write to you explaining the reasons for the delay, provide an update on the progress of our investigation, and advise you of the expected timeframe for resolution.

Escalation to the VFSC

If you are not satisfied with the outcome of our internal complaints process, or if we have not resolved your complaint within 30 business days, you have the right to escalate the matter to the Vanuatu Financial Services Commission (VFSC). The VFSC is our primary regulatory authority and has the power to investigate complaints against regulated entities.

You may contact the VFSC at: Vanuatu Financial Services Commission, P.O. Box 1022, Port Vila, Vanuatu. Email: info@vfsc.vu. We recommend that you attempt to resolve your complaint with us directly before escalating to the VFSC.

Record Keeping

TopWealth Trading maintains a comprehensive record of all complaints received, including the nature of the complaint, the steps taken to investigate and resolve it, the outcome, and any corrective actions implemented. These records are retained for a minimum of five years and are available for review by regulatory authorities upon request. We regularly analyse complaint data to identify trends and areas where our services can be improved.

Our Commitment

We are committed to treating all complaints fairly, consistently, and promptly. We view complaints as an opportunity to improve our services and strengthen our relationship with our clients. If you have any questions about this policy, please contact us at support@topwealthtrading.com.