How to file a complaint?

If you experience issues with order execution, face difficulties that lead to losses, or are dissatisfied with any aspect of our service, you have the right to file a complaint.

Methods of submitting a complaint

You can submit a complaint in several ways:

• Online Form (Recommended): Available via the Help Center on both our web platform and mobile app. This is the fastest and most efficient way to reach us.

• By Email- Send your complaint directly to compliance@xtb.co.uk.

• Verbally – Speak with an authorised XTB employee, who will formally document your complaint in an official report.

• Live Chat: Speak directly with a representative by launching the live chat feature on our website.

• By post – Mail a physical Complaint Form to the XTB Headquarters address.

What must a complaint contain?

Every submitted complaint must include the following information:

1. Identification details – matching the data provided by the Client when concluding the Agreement or any subsequent updates.

2. Account number.

3. Date and Time of the incident.

4. Comprehensive description of the incident – containing as many details as possible to allow for quick identification of the problem.

5. Specified demand.

Instructions for submitting a complaint via the app or web 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:

1. Log in to your XTB mobile app or the web trading platform.

2. 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 located in the panel on the left side.

3. 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 regulations, complaints are resolved no later than 8 weeks from the date of submission. However, we make every effort to respond as quickly as possible.

Important documents related to the complaint process

Guidance for submitting complaints, the procedure and deadlines for their consideration, as well as Client's rights, are noted in the Complaint Procedure.