Complaint Management
Our formal complaint handling procedures and client dispute resolution process.
Scope
This Complaint Management Policy applies to all clients of Olla Trade Ltd. It sets out the procedures for submitting, acknowledging, investigating, and resolving formal complaints.
How to Submit a Complaint
Complaints can be submitted via email to: complaints@ollatrade.com. Please include: your full name, account number, date of the issue, detailed description of the complaint, and copies of any relevant supporting documentation.
Acknowledgement
We will acknowledge receipt of your complaint within 2 business days of receiving it. The acknowledgement will include a reference number and the name of the person handling your complaint.
Investigation
We will investigate your complaint thoroughly and impartially. We aim to provide a full response within 10 business days. For complex complaints requiring further investigation, we may require up to 30 business days and will keep you informed of progress.
Resolution
We will communicate our findings and proposed resolution in writing. Our response will explain our decision and the reasoning behind it. If your complaint is upheld, we will advise on the appropriate remedy.
Escalation
If you are not satisfied with our final response, you may escalate the matter to the relevant regulatory authority or seek independent legal advice. The Company’s registered address for regulatory purposes is: Grace Complex, The Valley, AI 2640, Anguilla.
Record Keeping
All complaint records are maintained for a minimum of 5 years. We use complaint data to identify patterns and improve our services.
Contact
Complaints Department: complaints@ollatrade.com | Phone: +44 7418 641736 | Registered Address: Grace Complex, The Valley, AI 2640, Anguilla