A Guide to the Complaint Resolution Process

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Complaint Resolution Flow at Olymptrade

At Olymptrade, we’re committed to resolving issues promptly and fairly. We’ve established a clear escalation path to help you navigate the process smoothly and efficiently. This article outlines the step-by-step flow for resolving complaints, ensuring that you know what to expect and how long each step may take

Your Support Path

Most issues are resolved quickly through our advanced chatbot or live support team. However, for more complex concerns, we have a straightforward process for escalating your case. Following these steps will help us resolve your complaint in a timely manner.

Important:
You should follow these steps in order. Bypassing steps, CC-ing third parties, or jumping to external bodies may delay resolution and reduce our ability to help effectively.

For more details, you can also refer to Paragraph 5: Claims Procedure and Dispute Resolution in our Service Agreement.

Stage	Resolution Time	What Happens
✅ Start Submit to Customer Support	Instantly	Our Customer Support team is your first point of contact. Most issues are quickly resolved via our advanced chatbot or live agents. If more attention is needed, our team will guide you to escalate.
✅ Step1 Escalation to Customer Service Executive Team	5 working days	If not resolved within 35 days or if you're unsatisfied, you can escalate by emailing the Customer Service Executive team. You’ll receive a complaint reference number and begin account verification.
✅ Step 2 Claims Department Review & *External Dispute Resolution (EDR)*	10 working days	If still unresolved, submit your complaint to the Claims Department for a final review. Your account must be verified. We'll work to resolve it within 10 working days.

Note:
Even if you're considering contacting an External Dispute Resolution (EDR) body or a regulatory authority, they will usually require proof that you've completed our internal complaint process first. That's why we always encourage working through the full steps with us — it’s often faster, more direct, and helps resolve matters efficiently.

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