How to File a Complaint
If you experience any issues with order execution on your account or face other difficulties that lead to losses on your account, you have the right to file a complaint.
Methods of submitting a complaint
You can submit a complaint in several ways:
Via the online form available in the Help Center – accessible on both the trading platform and the mobile app (the fastest and easiest method available).
What must a complaint contain?
Every submitted complaint must include the following information:
Identification details – matching the data provided by the Client when concluding the Agreement or any subsequent updates.
Account number.
Time of the incident.
Comprehensive description of the incident – containing as many details as possible to allow for quick identification of the problem.
Specified demand.
Instructions for submitting a complaint via the app or platform
We highly recommend submitting complaints via the form available in the Help Center, as this method is the most efficient and ensures the fastest, most convenient processing.
For complaints submitted via the online form, please follow the instructions below:
Log in to your XTB mobile app or the web trading platform.
Go to the Help Center section in the app or platform menu:
In the mobile app: Tap the profile icon in the top left corner -> Help Center.
On the web platform: Click Help Center My Profile located in the panel on the left side. -> Support Center.
Fill out the form: Click the "File a complaint" tab, select the relevant subject of your claim, and provide all required information.
What is the response time for a complaint?
In accordance with the regulations, complaints are resolved no later than 30 days from the date of submission. However, we make every effort to respond as quickly as possible.
Important documents related to the complaint process
The rules for submitting complaints, the procedure and deadlines for their consideration, as well as the Client's rights, are regulated by the Regulation relating to the provision of services, available on our website in the Legal Information section.
It is also worth reviewing the following documents:
If you still need help with your question,
