Complaints

1. How to file a complaint

Complaints are accepted by email at [email protected], the same address as general support, with the word "Complaint" in the subject line so the message is routed to the complaints handler rather than the support queue. If your complaint arises from a manager call or a platform action, mention the date and what happened; the timeline matters more than elegance. A complaint is registered the business day it arrives, and you receive an acknowledgement with a reference number within one business day.

2. The process, step by step

Step 1, registration and acknowledgement. The complaint is logged with a reference number, the category, and the date received, and you get a confirmation that it exists in the system.

Step 2, allocation. The complaint goes to a handler who was not involved in the matter complained about. Where the complaint concerns a specific manager, that manager plays no part in investigating it.

Step 3, investigation. The handler reviews the account records, the audit log, correspondence, and any call notes, and may come back to you for clarification. Investigations are based on records, not memory.

Step 4, written outcome. You receive the outcome in writing, with the reasoning and any remedy offered: a correction, a fee reversal, compensation where the facts support it, or a clear explanation of why the platform's position stands.

Step 5, appeal. If you disagree with the outcome, you may ask for a review by senior management within 14 days, which is conducted fresh rather than as a formality.

3. What to include, and what not to send

Include your registered email, the account reference if you have one, dates, amounts, the names of anyone you dealt with, and what outcome you are seeking. Keep the description factual and chronological. Do not include full card numbers, passwords, one-time codes, or complete identity documents in the body of an email; if documents are needed, the handler will request them through a secure channel.

4. Timelines

Acknowledgement goes out within one business day. Most complaints are answered in full within 10 business days. Where an investigation needs records from a third party, such as a payment provider, the handler tells you before the 10 days expire and gives a revised date, which is not later than 30 business days from registration. These timeframes reflect the service standards the company has set for itself in line with fair-treatment expectations applicable in Trinidad and Tobago.

5. Escalation and external resolution

If the internal process is exhausted and you remain unsatisfied, two external routes exist. Complaints concerning securities-related services may be raised with the Trinidad and Tobago Securities and Exchange Commission (TTSC), which receives complaints about the conduct of market participants. Complaints about financial services more broadly may be taken to the Financial Services Ombudsman of Trinidad and Tobago, which provides an independent review channel for eligible disputes. Both bodies describe their own processes on request, and the platform cooperates fully with either. Contacting a regulator does not cost you your appeal rights internally, and nothing on this page limits rights you have under the laws of Trinidad and Tobago.

6. The company's commitments

BTC 800 + Lurotix commits to six things: every complaint is registered and acknowledged; investigation is conducted by someone independent of the matter; outcomes are given in writing with reasons; timelines are met or renegotiated before they lapse, never silently; complainants are not penalized for complaining, including in service levels; and the pattern of complaints is reviewed by management to fix causes, not just cases.

7. Confidentiality

Complaint records are visible only to the handler, management reviewers, and where relevant the compliance function. Your data is handled under the Privacy Policy and is not shared with third parties except where required for resolution or by law.

8. Contact

Send complaints to [email protected], or write to Lurotix Markets Ltd., Independence Square, Port of Spain, Trinidad and Tobago. The support desk answers Monday to Friday, 8:00 to 16:30 AST (excluding public holidays), and a complaint received outside those hours is registered the next business day.