Complaints Handling Policy
Promax Trading Limited • Client Dispute Resolution & Official Form
1. Scope
1.1 PROMAX TRADING Limited (the "Company") is required to establish, implement and maintain an effective and transparent complaint handling policy and procedure for the prompt handling of Clients’ complaints.
1.2 The Company has established this Complaints Handling Policy (the "Policy") setting out the process for fair and prompt handling of queries, complaints and disputes received from Clients.
2. Queries
2.1 If you have any query regarding your account or are dissatisfied with our Services, in the first instance you should contact our Customer Support Department via e-mail at complains@promaxtrading.com, live chat, or telephone.
2.2 Our Customer Support Department will try to resolve your query immediately or usually within 3 business days. If additional time is required, a written holding response will be issued.
2.3 If you are not satisfied with the final response from Customer Support, you may raise a formal complaint using the official Complaint Form below.
3. Complaints Timeline & Procedure
We acknowledge receipt of your Complaint Form within 5 working days.
We communicate investigation outcomes and remedial actions within 10 working days.
For complex cases, final outcome is provided no later than 1 month from acknowledgement.
4. General Provisions
- Clients are encouraged to lodge queries/complaints within a reasonable timeframe from occurrence.
- Complaints brought by third parties (Authorized Representatives) are accepted only with signed written authorization.
- The Company reserves the right to dismiss complaints that comprise obscene/rude words, offensive language, or threats against Promax Trading Limited or its representatives.
Official Electronic Complaint Form
Please fill in the form truthfully, completely and accurately. Submit electronically to complains@promaxtrading.com. Fields marked with an asterisk (*) are mandatory.