1. Before you complain
Two of the most common problems have a faster route than a complaint. If a purchase is missing, open a claim — it goes straight to the people who can check it against the partner's report. If a reward decision went against you, a rejected claim can be appealed once from your account, and the appeal is reviewed by someone else.
Everything else, including anything about how we behaved, belongs here.
2. How to raise one
Complaints can be submitted from the support section of your account, or by email to the complaints address published with the operating entity's details. You do not need access to your account to complain — if you have been locked out, that is often the complaint.
Tell us what happened, what you would like done, and any reference you have.
3. What we commit to
- Acknowledgement within 2 business days, with a reference and the name of the person handling it.
- A substantive response within 15 business days. If it is genuinely complex we will say so before that deadline, explain why, and give a new date that is no more than 35 business days from the start.
- A reason, not a template. Where we decide against you, we say which rule or evidence drove the decision.
4. Who reviews it
A complaint is never reviewed by the person whose decision or conduct is being complained about. Where a complaint could reverse a monetary decision, two authorised people must agree before it is reversed — the same rule that applies to any manual adjustment on this platform.
5. Your points while it is open
Raising a complaint does not freeze, reduce or forfeit your points balance, and it does not affect your ability to redeem. If a complaint concerns points that were withdrawn, those remain withdrawn until it is decided, and are restored with a linked entry if you are right.
6. If you are still not satisfied
Ask for the decision to be escalated for a final review. When we give you a final response we will say so explicitly, and we will tell you what external routes are available to you — including the relevant consumer protection or data protection authority, depending on the subject.
Nothing in this process removes any legal right you have, and you are not required to complete it before exercising one.
7. What we do with them
Complaints and their outcomes are recorded and reviewed periodically. A pattern is treated as a product problem rather than a run of individual cases.
8. Complaints about a partner firm
If your complaint is about an evaluation, its rules, its platform or a firm's payout, your counterparty is that firm and their complaints process applies. Tell us anyway. We cannot decide it, but a firm's conduct towards traders is directly relevant to whether we keep working with them.