Phyxtrade

Public Complaints Policy

Last Updated:
Applies to: Website, Apps, Trading Platforms, Support
Entity: Phyxtrade Ltd.

1. Purpose & Commitment

Phyxtrade is committed to handling complaints promptly, fairly, and transparently. Complaints are a valuable source of feedback that help us improve our services and safeguard our clients’ interests. This Policy explains how you can complain, what to expect from us, and the options available if you are dissatisfied with our response.

This Policy does not limit any rights you may have under applicable laws and regulations in your jurisdiction.

2. Scope & Definitions

Scope. This Policy applies to complaints about our products, platforms, support, marketing, fees, execution quality, account servicing, and related matters.

Complaint. An expression of dissatisfaction, whether justified or not, about our services or staff, where a response or resolution is explicitly or implicitly expected.

Eligible Complainant. Clients, prospective clients, website visitors, or other stakeholders who are affected by our services.

3. Our Complaints Principles

  • Accessibility: Multiple channels and formats are available at no charge.
  • Timeliness: We acknowledge quickly, keep you updated, and aim for prompt resolution.
  • Fairness: Objective, evidence-based investigation by suitably senior staff.
  • Transparency: Clear reasons for decisions and information on next steps.
  • Confidentiality: Your information is protected in line with our Privacy Policy.
  • Continuous Improvement: We analyze complaint trends to improve controls and client outcomes.

4. How to Submit a Complaint

You may submit a complaint using any of the following channels:

  • Online Form: /complaints-form
  • Email: support@aphyxx.com (include “Complaint” in the subject)
  • In-App: Open the Help > Contact Support section and select “Complaint”.
  • Mail: Phyxtrade Ltd., Attn: Complaints, [Insert Registered Address]

If you need assistance submitting a complaint, our support team can help you complete the process.

5. What to Include

  • Your full name, account/email, and preferred contact method
  • A clear description of the issue and why you are dissatisfied
  • Relevant dates, order IDs, ticket numbers, screenshots, or logs
  • What outcome you are seeking (e.g., explanation, correction, compensation)

Providing complete information helps us investigate more efficiently.

6. Acknowledgement & Updates

We acknowledge receipt of your complaint within 2 business days (or sooner where required by local law). We will provide a reference number and the name of the person handling your case, and we will update you at key stages of the investigation.

7. Investigation & Timeframes

We conduct an impartial review of the facts, including trading and system logs, correspondence, and applicable policies.

  • Target resolution: within 15 business days for most complaints.
  • Complex cases: if more time is needed, we will issue a holding response explaining why and provide a revised timeline (generally within 35 days total).
  • Jurisdictional timelines: Some regions set specific deadlines (e.g., up to 8 weeks for certain UK-regulated complaints). Where applicable, those local timelines control.
Timeframes may differ based on the nature of the complaint and regulatory requirements. We will always tell you which timeline applies to your case.

8. Outcomes & Remedies

Our final response will set out our findings, the reasons for our decision, and any remedy offered. Remedies may include an explanation, apology, corrective action, fee adjustment, trade/execution review outcome, process change, or other redress as appropriate and permitted by law.

9. Escalation & External Review

If you remain dissatisfied after our final response (or if the relevant timeframe has passed without a final response), you may have the option to escalate:

  • Internal escalation: Ask for a senior review by our Compliance function.
  • External dispute resolution (EDR/ADR): Where available by law or your contract, you may refer the complaint to an independent body. We will provide details relevant to your jurisdiction in our final response.
  • Regulatory avenues: In certain cases, you may contact your local regulator. Contact details vary by jurisdiction.

10. Accessibility & Vulnerability

We accept complaints in accessible formats and provide reasonable accommodations on request. If you are in a vulnerable situation (e.g., due to health, financial hardship, or other circumstances), please let us know so we can tailor our communications and support.

11. Privacy & Records

We handle complaint information in accordance with our Privacy Policy. Complaint files are retained for regulatory and quality purposes in line with our data retention schedule.

12. Conflicts of Interest

Complaints are overseen by staff independent of the matters complained of wherever practicable. Potential conflicts are escalated to Compliance for management in accordance with our conflicts framework.

13. Changes to this Policy

We may update this Policy to reflect changes in law, regulation, or internal procedures. Any changes will be posted here with an updated “Last Updated” date; material changes may be notified separately.

14. Contact Phyxtrade

For questions about this Policy or the status of your complaint, please contact:

Submit a Complaint Download PDF Local laws may provide additional rights and escalation options. We will highlight any that apply to you in our responses.
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