Complaints Procedure
We take your concerns seriously and are committed to resolving them fairly and promptly.
How to File a Complaint
You can submit a complaint through any of the following channels. Please include as much detail as possible to help us investigate your concern.
complaints@zenguardmarkets.com
Send a detailed email with your account number and description of the issue.
Phone
+1-800-ZENGUARD
Call our complaints line Monday-Friday, 9am-6pm GMT.
Written
Postal Address
ZenGuard Markets Ltd, 1 Canada Square, Canary Wharf, London E14 5AB, UK
Our Complaint Process
We follow a structured process to ensure every complaint is handled thoroughly and fairly.
Acknowledgment
We acknowledge your complaint within 24 hours of receipt and assign a dedicated case handler.
Within 24 hours
Investigation
Your case handler thoroughly investigates the matter, gathering all relevant information and evidence.
1-5 business days
Resolution
We provide a detailed response with our findings and proposed resolution.
Within 15 business days
Escalation
If you are not satisfied with our resolution, you may escalate to an external dispute resolution body.
If needed
What to Include
- Your full name and account number
- Date(s) of the incident
- Detailed description of the issue
- Any relevant order or transaction IDs
- Supporting documents or screenshots
- Your desired resolution
External Dispute Resolution
If you are not satisfied with our resolution, you may refer your complaint to an external dispute resolution body. The relevant body depends on your jurisdiction: