Complaints

Last updated: August 2026

1. How to file a complaint

If you are not satisfied with any aspect of our services, file your complaint through the contact form available on our website, describing what happened in as much detail as possible and including your account details.

2. Acknowledgement and timeframes

• We acknowledge receipt of your complaint within 48 business hours;
• We aim to provide a response or resolution within 14 calendar days;
• If more time is needed, we will explain why and give you a new estimated timeframe.

3. Follow-up

Each complaint receives a reference number, sent by email, which can be used to follow its progress with our 24/7 support team.

4. Review

If you disagree with the response provided, you may request a review by replying to the reference email. A different team will reassess the case independently.

5. Records and continuous improvement

All complaints are recorded and periodically reviewed by Simu Markets LTD to identify improvement opportunities in our products and processes.