1. Purpose
SEROQ aims to handle complaints fairly, consistently and professionally. A complaint may relate to Evaluation access, account administration, trading-rule decisions, technical issues, payment issues, payout decisions, customer service or privacy concerns.
2. How to Submit a Complaint
Complaints may be submitted to support@seroqcapital.com. The subject line should preferably include “Formal Complaint”.
3. Information to Include
- Full name
- Registered email address
- Relevant SEROQ account or certificate identifier
- Relevant trading account
- Description of the issue
- Relevant dates
- Screenshots or supporting information
- Requested resolution
4. Acknowledgement
SEROQ aims to acknowledge formal complaints within 3 business days.
5. Investigation
SEROQ may review relevant account data, trading history, emails, payment records, system logs and third-party platform information. Additional information may be requested where necessary.
6. Response
SEROQ aims to provide a substantive response within 15 business days. More complex cases may require additional time. Where additional time is required, SEROQ should inform the complainant of the delay.
7. Fair Review
Complaints should be reviewed objectively. Where an error by SEROQ is confirmed, SEROQ may take appropriate corrective action.
8. Trading Decisions
A complaint does not automatically reverse a trading-rule violation. SEROQ will review whether the applicable rule and relevant account data support the decision.
9. Payout Complaints
Where a payout is rejected or delayed, a participant may request clarification. SEROQ should provide the principal reason unless disclosure is restricted for legal, security, fraud-prevention or third-party confidentiality reasons.
10. Records
SEROQ may retain complaint records as reasonably necessary for resolving disputes, improving operations, fraud prevention, compliance and legal recordkeeping.
11. External Rights
Nothing in this Policy prevents a consumer from exercising rights or remedies available under applicable law.