Queries and Complaints

 

At the heart of our corporate culture is Treating Customers Fairly (“TCF”). Markets South Africa (Pty) Ltd, through our trading platform PlusTrades.com, is committed to delivering the highest standard of customer service and building strong, long-term relationships with our clients.

We value your comments, suggestions, and concerns as essential to our continuous improvement. Your feedback and any expression of dissatisfaction are important opportunities for us to enhance our products and services. We strive to address all issues thoroughly and promptly.

 

Query

Typically resolved within 48 hours.

If you’re unhappy with any aspect of the service provided by PlusTrades.com, please reach out to our Customer Service team promptly. You can contact us via email at [email protected], Live Chat, or through our Online Queries Form for fast and efficient assistance.

Our dedicated representatives are here to help resolve your concerns and work towards a fair solution.

Trading Query

Typically resolved within 48 hours.

If you have a question or concern related to your trading account, platform operations, or our Terms and Conditions, please submit your inquiry using the Online Trading Query Form. It’s important to log your trading query as soon as possible after the issue arises to ensure a timely response.

Our dedicated team of experts will investigate your query promptly and aim to provide a full explanation and resolution within 48 hours of receiving your submission.

 

Formal Complaint

Process can take up to 6 weeks to resolve

You have the right to submit a complaint at any point during your trading experience with us if you believe our service has not met your expectations. If a trading or other query remains unresolved, or if you wish to file a formal complaint initially or at a later stage, please complete the Online Complaint Form.

Please ensure all required information on the form is provided to allow our dedicated Quality Control Department to thoroughly review your complaint. During the investigation, we may request additional details or supporting documents. We appreciate your cooperation throughout this process, which helps us address your concerns and provide a timely and comprehensive response.

The process that we envisage will be followed in dealing with your complaint is as follows:

2mos-resolved

Receipt of Your Complaint

We will acknowledge receipt of your complaint within 5 business days. You will be provided with a unique reference number (URN), which should be quoted in all future communications with us regarding your complaint. At this time, we will also inform you that your complaint is under investigation.

5days-resolved

Attempt to Resolve Your Complaint

We aim to resolve your complaint within 6 weeks from the date it was submitted.

 

Escalation to the Financial Ombudsman
If you are not satisfied with our final response to your complaint, or if you have not received a response within 6 weeks, you may escalate your complaint to the Financial Ombudsman of South Africa. For more information, please visit www.faisombud.co.za.
Please note that you must refer your complaint to the Ombudsman within six months from the date we notify you that we are unable to resolve your complaint satisfactorily. Additionally, the Ombudsman will not consider cases where the value exceeds R800,000.

Data Protection or Privacy Queries and Complaints

If you have any concerns about the privacy or security of your personal data, you may submit a query or complaint at any time during your relationship with us.

To submit a query, please complete our Online Queries Form.

If you wish to file a formal complaint regarding data privacy or data security, you may do so at any stage by submitting the Online Complaint Form.