Complaint Management
Olla Trade takes all client complaints seriously. If you are dissatisfied with any aspect of our service, this page explains how to submit a complaint and what to expect from our review process.
How to Submit a Complaint
Follow these steps to ensure your complaint is handled quickly and thoroughly.
Contact Support First
Many issues can be resolved quickly by our customer support team. Email cst@ollatrade.com or call +44 7418 641736 before submitting a formal complaint.
Submit Formal Complaint
If unresolved, send a written complaint to complaints@ollatrade.com. Include your full name, account number, date of the incident, detailed description, and supporting documents.
Acknowledgement
We will acknowledge your complaint in writing within 2 business days, providing a complaint reference number and the name of the person responsible for your case.
Resolution
We aim to provide a final written response within 10 business days. Complex cases may take up to 30 business days. We will update you throughout the process.
What to Include in Your Complaint
To ensure your complaint is processed without delay, please include the following information in your initial complaint email. Incomplete submissions may require us to request additional information, which can extend the review timeline.
Your full registered name
Registered email address
Account number
Date and time of the incident
Clear description of the complaint
Desired resolution or outcome
Supporting documents (screenshots, statements, emails)
Types of Complaints We Handle
Order Execution
Concerns about how an order was executed, including unexpected prices, delays, or rejected orders.
Deposit & Withdrawal
Issues with funding or withdrawing from your account, including delays, failed transactions, or discrepancies.
Account Management
Concerns about account verification (KYC), access restrictions, or account closure.
Technical Issues
Platform errors, connectivity problems, or technical failures that affected your trading.
Communication
Concerns about the quality, accuracy, or conduct of communications with our team.
Fees & Charges
Disputes about fees, charges, or deductions applied to your account.
How We Review Your Complaint
Independent Review
All complaints are reviewed by our compliance team, independent of the department involved. This ensures an impartial assessment of your concerns.
Full Investigation
We investigate all aspects of your complaint, including reviewing account records, trade history, communications, and any documentation you provide.
Written Response
You will receive a written response outlining our findings, the decision reached, and any remedial action taken. All decisions are communicated in plain language.
Additional Information
We may contact you for further information during the investigation. Please respond promptly to avoid delays in the resolution process.
Record Keeping
All complaint records are retained for a minimum of 5 years. Complaint data is used to improve our services and identify patterns or systemic issues.
Confidentiality
Your complaint and all related correspondence are treated with strict confidentiality and handled in accordance with our Privacy Policy.
What to Expect and When
| Stage | Action | Timeline |
|---|---|---|
| Receipt | Complaint received and logged | Immediate |
| Acknowledgement | Written acknowledgement and reference number | Within 2 business days |
| Investigation | Full investigation of all complaint aspects | Within 10 business days |
| Complex Cases | Extended review for complex complaints | Up to 30 business days |
| Final Response | Written decision with findings and any remedies | On completion of review |
Not Satisfied with the Outcome?
If you are not satisfied with our final written response, you have the right to escalate your complaint to an appropriate external body or seek independent legal advice. Olla Trade will co-operate fully with any external review process.
Please note that external dispute resolution bodies may have their own eligibility criteria and processes. Our full Complaint Management Policy is available in our Legal Documents section.
Ready to Submit a Complaint?
Email our complaints team directly at complaints@ollatrade.com. Include your account number and a clear description of your concerns. Alternatively, contact our support team first — many issues can be resolved without a formal complaint.
Complaint FAQ
Common questions about our complaint handling process and timelines.
Olla Trade Ltd. is incorporated in Anguilla (Reg. No. A000001849) and operates as an execution-only trading service. All complaints are handled in accordance with our internal Complaint Management Policy. Complaint records are retained for a minimum of 5 years. Complaint Management Policy.