Complaints Handling Policy

Sponsio Trading Ltd

Last Updated: [Jan 2026]

1. Purpose

Sponsio Trading Ltd (“Sponsio”, “we”, “us”, or “our”) is committed to providing fair, transparent, and professional service.

This Policy explains how clients may submit complaints and how we investigate and resolve them.

We treat complaints seriously and aim to resolve them efficiently and fairly.

2. What Is a Complaint

A complaint is any expression of dissatisfaction related to:

  • Trading execution

  • Account management

  • Platform performance

  • Funding or withdrawals

  • Service quality

  • Communication

  • Fees or charges

General feedback is not considered a formal complaint unless stated as such.

3. How to Submit a Complaint

Complaints must be submitted in writing.

Please include:

  • Full name

  • Account number

  • Description of issue

  • Relevant dates and times

  • Supporting documents

  • Desired resolution

Send complaints to:

Email: [Insert complaints email]
Subject line: Formal Complaint

4. Acknowledgment

We will acknowledge receipt of your complaint within:

2 business days

Acknowledgment confirms investigation has begun.

5. Investigation Process

We will:

  • Review account activity

  • Examine platform logs

  • Assess transaction records

  • Consult internal teams

  • Evaluate evidence provided

Investigations are conducted impartially.

6. Resolution Timeline

We aim to resolve complaints within:

15 business days

Complex cases may require additional time.
You will be notified if an extension is needed.

7. Outcome Notification

You will receive a written response including:

  • Investigation findings

  • Final decision

  • Explanation of outcome

  • Any corrective action

Decisions are based on evidence and platform policies.

8. Escalation

If you are dissatisfied with the outcome, you may request escalation for further review.

Escalated complaints are reviewed by senior management.

9. Record Keeping

We maintain complaint records for regulatory and quality control purposes.

This helps improve platform performance and client service.

10. Good Faith Requirement

Complaints must be made in good faith.

Abusive, fraudulent, or manipulative complaints may be rejected.

11. Policy Updates

We may update this Policy as needed.

Continued platform use constitutes acceptance.