Submit in writing
Send the complaint with account, event, evidence and requested resolution.
Fair issue resolution
Complaint handling
Submit a formal complaint, understand the information required and follow the investigation and escalation process.
Written complaint Independent review Documented outcome
Trading leveraged products involves significant risk.
When to use this process
A complaint is a formal expression of dissatisfaction.
Use the complaint process when you believe a service, decision, transaction, communication or account outcome requires formal review.
A request for information or technical help can usually begin with general support. You can ask for the matter to be treated as a complaint if the response does not resolve the issue.
- Clearly label the message as a complaint
- State the account and transaction references
- Provide dates, facts and supporting evidence
- Explain the outcome you are seeking
- Keep originals and copies of all communication
Complaint process
A structured review from receipt to outcome
Timeframes and escalation rights are governed by the applicable complaint policy and law.
Acknowledgement
DOYOS records the matter and confirms receipt or requests missing information.
Investigation
Relevant records, communications, platform data and policy are reviewed.
Written outcome
A response explains the findings, decision and any proposed resolution.
Further escalation
Where available, the response explains internal review or external escalation options.
Evidence checklist
Include enough detail to reproduce the issue.
Account and order referencesUse exact IDs where relevant
Date, time and timezoneServer time is useful for MT5 issues
Logs or screenshotsRemove unrelated sensitive data
Requested resolutionState the outcome sought clearly
Trade complaints
Provide platform evidence—not only a screenshot of profit or loss.
For an execution review, the team may need the order, deal, symbol, server time, account logs, quote context and network information.
Read execution policyOrder and deal IDEach platform action has a specific reference.
Server timestampUse MT5 time rather than an estimated local time.
Journal logsLogs can show connection, request and platform messages.
Market contextNews, gaps and liquidity can be relevant to execution.
Questions answered
Complaint questions
A clear written record supports a fair investigation.
Is a losing trade automatically grounds for a complaint?
No. Market loss alone does not establish an execution or service error. The complaint should identify the specific issue and evidence.
Can I complain by phone?
You can raise an issue by phone, but a written complaint provides a clearer record and supporting documents.
What if I disagree with the response?
The final response should explain any available internal review or external escalation route under the applicable jurisdiction.
Should I send my password to prove account ownership?
No. Identity can be verified without requesting your password, PIN or one-time code.
Present the facts in a clear timeline.
Include exact references, relevant evidence and the resolution sought so the matter can be investigated efficiently.