Complaints Procedure
We are committed to handling complaints fairly, consistently, and promptly. This procedure applies to clients of Xntara group entities and, where relevant, to applicants and Site users raising service concerns. Entity-specific timelines and external ombudsman rights in your client agreement take precedence where they differ.
1. What is a complaint?
A complaint is an expression of dissatisfaction, whether justified or not, about the provision of, or failure to provide, a financial service, the Platform, account administration, communications, or related conduct of Xntara staff or appointed agents — where a response or resolution is explicitly or implicitly expected.
2. Before you submit a formal complaint
Many issues can be resolved quickly by contacting support with clear details. Use in-Platform messaging where available, or email support@xntara.com. If you remain dissatisfied after a reasonable opportunity to resolve the issue, escalate as a formal complaint.
3. How to submit a formal complaint
Email complaints@xntara.com with the subject line “Formal complaint” and your account email or account number. You may also write via the channels listed in your client agreement or use the Contact form (select a support topic and state that you wish to lodge a formal complaint).
Complaints may be submitted by an authorised representative if you provide suitable authority (for example a power of attorney).
4. Information to include
- Full name and account email / account reference
- Contact details and preferred language
- Clear description of the issue and when it occurred (dates/times with timezone)
- Order IDs, transaction IDs, or screenshots where relevant
- How you would like the matter resolved
- Copies of prior correspondence with support
Do not send full passwords, one-time codes, or complete card numbers by email.
5. Acknowledgement
We aim to acknowledge formal complaints within two (2) business days of receipt (or sooner if required by your entity’s rules). The acknowledgement will include a reference number and outline next steps.
6. Investigation
Complaints are reviewed by staff with appropriate authority who were not solely responsible for the matter complained of, where practicable. We may request additional information. We will assess evidence fairly, including Platform logs, payment records, and communications.
7. Outcome
We will provide a written outcome explaining our findings, any offer of redress, and reasons if we do not uphold the complaint. Outcomes may include explanation only, operational correction, goodwill gesture, or other remedies as appropriate — without admission of liability unless stated.
8. Escalation and external review
If you are not satisfied with our final response, you may have the right to refer the dispute to an external dispute resolution scheme, financial ombudsman, or regulator competent for your contracting entity and residency. Contact details and eligibility rules appear in your client agreement and final response letter. Time limits often apply — act promptly.
Nothing in this procedure limits mandatory statutory rights.
9. Typical timelines
| Stage | Target (unless entity rules differ) |
|---|---|
| Acknowledgement | Within 2 business days |
| Substantive response | Within 15 business days of acknowledgement where practicable |
| Complex cases | Up to 30–40 business days with progress updates; final response as required by local rules (e.g. 8 weeks in some regimes) |
If we need more time, we will explain why and indicate when you can expect a response.
10. Records and learning
Complaint records are retained as required by law and internal policy and may be used to improve products, controls, and training. Personal data is handled under our Privacy Policy.
11. Abusive or frivolous conduct
We treat complainants with respect and expect the same. We may limit channels of communication in cases of harassment, threats, or clearly vexatious repetitive complaints, while still meeting minimum legal duties.
12. Contact points
Support: support@xntara.com
Formal complaints: complaints@xntara.com
Compliance: compliance@xntara.com