Complaint management policy

This Complaints Management Policy for Oktrum is designed to be comprehensive, transparent, and aligned with international financial service standards. It provides a structured framework for dispute resolution, ensuring that clients feel heard and that the Company maintains its regulatory integrity.

1. OVERVIEW AND PURPOSE

Oktrum LTD (“the Company”) aims to provide the highest level of service to all our clients. We recognize, however, that there may be occasions when our service does not meet your expectations.

This Complaints Management Policy outlines the process for submitting a complaint and how the Company will handle, investigate, and resolve such matters. Our goal is to ensure that all complaints are handled fairly, consistently, and promptly, in accordance with the laws of Saint Lucia and international best practices.

2. DEFINITION OF A COMPLAINT

A “Complaint” is defined as any expression of dissatisfaction by a Client or potential Client regarding the provision of (or failure to provide) a financial service, or any other activity performed by the Company that has resulted in financial loss, distress, or significant inconvenience.

3. HOW TO LODGE A COMPLAINT

To ensure that your complaint is tracked and handled by the correct department, we utilize a three-tier resolution process:

Tier 1: Informal Resolution (Support)

If you have a query or a minor issue, we encourage you to contact our Customer Support Team via Live Chat or email at support@oktrum.com. Most technical or administrative issues can be resolved immediately at this stage.

Tier 2: Formal Complaint (Compliance)

If the Support Team is unable to resolve your issue, or if you wish to lodge a formal grievance, you must submit a written Formal Complaint Form to our Compliance Department.

  • Email: compliance@oktrum.com
  • Required Information: * Full Name and Trading Account Number.
    • A detailed description of the incident (including dates and times).
    • Specific Ticket IDs or Transaction IDs related to the dispute.
    • The specific outcome or remedy you are seeking.
    • Supporting evidence (screenshots, logs, or correspondence).

4. OUR COMPLAINT HANDLING PROCEDURE

Step 1: Acknowledgment (Within 5 Business Days)

Upon receiving your formal complaint, the Compliance Department will send you a written acknowledgment. This email will provide you with a Unique Reference Number (URN). You must use this URN in all future correspondence regarding the matter.

Step 2: Investigation

The Compliance Department will conduct an impartial investigation. This process involves:

  • Reviewing all recorded communications (calls, emails, chats).
  • Analyzing platform server logs and price feeds.
  • Interviewing the relevant staff members involved.
  • Reviewing the Company’s Terms and Conditions and Risk Disclosures.

Step 3: Information Request

During the investigation, we may require further clarification or additional evidence from you. A timely response from the Client is necessary to ensure the investigation stays within the designated timeframes.

Step 4: Final Response (Within 30 Business Days)

Within thirty (30) business days of the acknowledgment, the Company will issue a Final Response Letter. This letter will:

  • State the outcome of the investigation.
  • Explain the reasons for the Company’s decision.
  • Detail any offer of settlement or remedial action (if applicable).
  • Provide information on further options if you remain dissatisfied.

5. EXTENSION OF TIMEFRAMES

In complex cases where an investigation involves third-party providers (such as Liquidity Providers or Payment Processors) or requires extensive data analysis, we may require more than 30 business days.

In such instances, we will provide you with a “Delay Notice” before the 30-day deadline, explaining why the investigation is ongoing and providing an updated estimate of when a final response will be issued.

6. RESOLUTION PRINCIPLES

Oktrum adheres to the following principles when resolving disputes:

  • Objectivity: All complaints are investigated by the Compliance Department, which is independent of the Sales and Support departments.
  • Consistency: Similar complaints will be handled in a consistent manner to ensure fairness across our entire client base.
  • Transparency: We will provide clear reasons for our decisions, referencing the specific clauses in our Terms and Conditions that apply to the case.

7. RECOURSE TO EXTERNAL AUTHORITIES

If, after receiving our Final Response, you feel that your complaint has not been adequately addressed, or if 8 weeks have passed since you first lodged your formal complaint without a final response, you may have the right to seek external mediation.

Clients may refer their dispute to the relevant regulatory bodies or the courts of Saint Lucia. The Company will cooperate fully with any inquiry initiated by a recognized regulatory authority.

8. RECORD KEEPING

The Company is required by law to maintain a central Register of Complaints. All documents related to a complaint—including the original submission, the investigation notes, and the final response—will be stored for a minimum of five (5) years after the closure of the complaint or the termination of the business relationship.

9. CONTINUOUS IMPROVEMENT

The Compliance Department performs a monthly review of all complaints received. This data is used to identify systemic issues, improve our trading platform, and refine our staff training programs to prevent similar issues from recurring.