Complaints
If something has gone wrong we would rather hear it than not. Here is exactly how a complaint moves, and how long each stage takes.
Support
Message support from the terminal or write to complaints@wandafx.example. Most issues — a contract that looks mispriced, a withdrawal that has not landed — are resolved here.
Formal review
If the first answer does not settle it, ask for the complaint to be escalated. A reviewer outside the support team looks at the account records and the tick log, and writes back with a reasoned decision.
Final response
You receive our final position in writing, with the evidence it rests on. If we cannot meet the deadline we will tell you why and when to expect it.
External escalation
If you remain dissatisfied you may refer the matter to the dispute resolution body named in your final response letter, at no cost to you.
What to include
Your account email, the date and time the issue occurred, and the contract or transaction reference if there is one. A short description of what you expected and what happened instead is usually enough — we can pull the rest from the records.
What we do with it
Every complaint is logged with a reference number that you receive by email, and it stays open until you have a final response or you tell us to close it. Complaints are reviewed quarterly for patterns, and the resulting fixes are the main source of changes to the platform.
Where to send it
complaints@wandafx.example — or open support from the terminal and choose “Raise a complaint”, which attaches your account context automatically.