Explanation and apology
Where the issue was a misunderstanding or a communication failure, a clear written explanation of what happened and what we have changed.
Complaints procedure
If something has gone wrong, we want to hear about it and put it right. This page explains how to raise a complaint, what we need from you, how long each stage takes and where to go if you are not satisfied with our answer.
Finorix Pro commits to handling every complaint fairly, promptly and in confidence, and to using what we learn to improve the platform.
A complaint is any expression of dissatisfaction about our services, staff, fees, delays or the way a previous query was handled. You do not need to use special words or a particular form, and you do not need to be a funded client to raise one.
How the process works
Four stages, each with a clear owner.
Submit your complaint
Email [email protected] with the subject line "Complaint". Explain what happened, when, and what outcome you are looking for.
Acknowledgement
We confirm receipt and give you a reference number and the name of the person responsible for your case.
Investigation
The case is reviewed by someone who was not involved in the original issue. We collect records, speak to colleagues and may contact you for details.
Final response
You receive a written decision that explains our findings, the reasons for them and any remedy we are offering.
What to include
The more precise the complaint, the faster we can resolve it. Please provide:
- your full name and the email address used to register;
- dates, times and amounts, with screenshots or reference numbers where you have them;
- a short description of the problem and what you would like us to do.
Please do not include your password, one-time codes, API secrets or full card numbers. We never need them to review a complaint.
If you are writing on behalf of someone else, attach their written authority. If English is not your first language, tell us and we will arrange for the case to be explained in plain terms and, where possible, in your preferred language.
Timeframes
| Stage | Target time |
|---|---|
| Acknowledgement | Within 2 business days |
| Final response | Within 20 business days |
| Complex cases | We write to you before the deadline with the reason and a new date |
Business days are Monday to Friday, excluding Singapore public holidays.
If you are not satisfied
If our final response does not resolve the matter, you may take it further. Depending on the nature of your complaint and the services involved, an independent dispute resolution body in Singapore, such as the Financial Industry Disputes Resolution Centre (FIDReC), may be able to consider it, and you can also seek advice from the Monetary Authority of Singapore.
Whether an external body can accept a case depends on its own eligibility rules, which are set by that organisation. Please check them directly, and consider legal advice if the amount is significant.
Our final response letter always states that you may escalate and explains the steps open to you, so you will not need to search for them. Using the internal process first is usually the quickest route, and starting it does not limit your other rights.
Our commitments
- Transparency. We tell you where your case is and who handles it.
- Confidentiality. Your complaint is shared only with those who need to see it.
- Objectivity. We assess the facts, not the status of the person raising them.
- Communication. You hear from us in plain language and on time.
- No penalty. A complaint will never affect how we treat your account.
Contact: [email protected], Client Support and Compliance, Monday to Friday, 9:00 to 18:00 SGT (excluding Singapore public holidays); account-security reports are monitored 24/7.
What a resolution can look like
The remedy depends on what went wrong. These are the outcomes clients most often receive.
Correction
If a fee, an entry in your history or a processing step was wrong, we correct it and show you the corrected record.
Refund of a charge
When a charge was applied in error or not disclosed properly in advance, we reverse it and confirm the amount and date in writing.
We review every upheld complaint in a monthly quality meeting, so a problem raised by one client is fixed for the next one too.