Dis Complaints Policy explain how Deriv dey handle complaints. We dey aim to make sure say dem handle all complaints fairly and on time.
Make you note say specific procedures and timeframes fit differ depending on di Deriv entity wey you get contract wit.
How to submit complaint
If you get complaint, di fastest way to tell us na to send email go complaints@deriv.com.
To help us investigate and resolve your complaint as quickly as possible, make you include di following information inside your email:
- Your account number
- Clear and detailed explanation of your complaint, including di relevant dates, times, and specific transactions
- Supporting documents, like screenshots from your trading platform or screenshots wey show system errors, to help our investigation
Di time wey response fit take
We dey aim to address wetin concern you within di following timeframes:
- Confirmation say we don receive am: as soon as e reasonably possible for us to do am.
- Response for clients of Deriv Investments (Cayman) Limited: No pass 14 calendar days. Dis timeframe dey start di day afta we receive di complaint.
- Response for clients of oda Deriv group entities: No pass 15 business days from di day we receive di complaint.
If complaint too complex and dem no fit resolve am inside di standard time wey dey above, we go give you written update. Dis update go explain di status of di investigation and give you di expected time wen you go get final response.
Complaint referral
If our final response no satisfy you, or if we no resolve your complaint inside di time wey dem specify, you fit refer your complaint to di Financial Commission, wey be external dispute resolution:
1. How to file complaints
- You fit file complaint wit di Financial Commission reach 45 days afta di incident.
- Di Financial Commission get 5 days to confirm say dem receive your complaint and 14 days to answer di complaint through our Internal Dispute Resolution (IDR) procedure.
- You go fit file complaint wit di Financial Commission only if our decision no satisfy you or if dem no make di decision inside di time wey dem specify.
2. Investigation phase
- Di Financial Commission go investigate weda di complaint valid inside 5 business days.
- Di Head of di Dispute Resolution Committee (DRC) go contact both you and us inside 5 business days to collect all di information wey dem need and check if e get chance to settle di complaint during di investigation phase.
- If dem no fit find opportunity to settle, di complaint go move go di determination phase, wey di DRC go handle.
3. Determination phase
- Di DRC go make decision on di complaint.
- Di DRC fit ask for additional information from you or us, and di person wey dem ask must provide di information wey dem request inside 7 days.
4. Decisions and orders
- Di decisions wey di DRC make dey binding for us. DRC decisions dey binding for you only if you accept dem.
- If you agree wit DRC decision, you go need accept am inside 14 days. If you no respond to di DRC decision inside 14 days, dem go consider di complaint closed.
- We must give di settlement inside 28 days from wen dem reach di decision.
- If dem make di decision for our favour, you must give us release inside 7 days from wen dem make di decision, and dem go consider di complaint closed.
5. Disclaimer
Di Financial Commission dey accept appeals for 45 days afta di date of di incident, and only afta di trader don try resolve di issue directly wit di company.
General inquiries
If you get general questions about your trading account wey no be formal complaint, our support team dey available to assist you:
- Visit our Help Centre for FAQs and guides.
- Contact us through di live chat for our website to get real-time support.
