THERMOMARKETS

Complaints Procedure

Formal channel for handling complaints and disputes

1. How to File a Complaint

Complaints must be submitted in writing containing:

  • Full name and registered email
  • Trading account number
  • Detailed description of the incident
  • Date and time of the event
  • Order ticket number (if applicable)

2. Submission Channels

3. Response Deadlines

  • Acknowledgment of receipt:up to 2 business days
  • Initial response:up to 10 business days
  • Final resolution:up to 30 calendar days
  • If the investigation requires more time, the client will be informed

4. Escalation

If the client is not satisfied with the resolution, they may request a review by the Compliance Officer of Thermo Markets. Alternatively, they may seek arbitration or mediation according to the dispute resolution mechanisms available in the applicable jurisdiction, as per the current Client Agreement.