A clear, fair 4-step process — every complaint acknowledged, investigated and answered in writing.
We aim to resolve most issues with support first — but if you remain dissatisfied, this formal process (per our Terms and Client Agreement) protects your rights.
Use the email link below to contact support with your account number, dates and ticket IDs.
We confirm receipt within 2 business days with a unique case reference.
Compliance reviews logs, statements and correspondence — we may request extra evidence.
You receive a written decision with reasoning and any corrective action or compensation.
Send your complaint directly to our compliance team via email.
Or copy: support@doyos.com
| Stage | Timeline | Detail |
|---|---|---|
| Acknowledgement | Within 2 business days | Case reference issued by email |
| Standard investigation | Within 15 business days | Written holding response if more time needed |
| Complex cases | Up to 30 business days | Full reasoning provided in the final response |
| Urgent trading issues | Same-day triage | Contact support immediately for open-position risk |
Ask for a senior compliance review within 14 days of the final response if you disagree.
Unresolved complaints may be referred to the Mauritius Financial Services Commission (Licence GB24101245) — see License.
Full name, account number, dates, order/ticket IDs, amounts and your expected resolution — the email template includes all required fields.
No. Complaints are handled independently by compliance; your trading and withdrawal rights under the Client Agreement are unaffected.
For open positions or funding emergencies, contact support at once and file the formal complaint in parallel.
