Complaints Policy

1. Our commitment

Clarity FX, with its registered office at Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, Saint Lucia (“Clarity FX”, “we”, “us”), aims to treat every client fairly. If something has gone wrong, we want to know so we can put it right. This policy explains how to raise a complaint and what happens next.

2. What counts as a complaint

A complaint is any expression of dissatisfaction about our services, for example about the execution of an order, a deposit or withdrawal, a fee, the platform, or how you have been treated by our staff. General questions and requests for information are handled by our support team and are not treated as formal complaints unless you ask us to.

3. Before you complain

Many issues can be solved quickly by our support team. You can reach them through the live chat on our website or by email at support@clarityfx.com. If you are not satisfied with their answer, you can raise a formal complaint.

4. How to make a complaint

Send your complaint by email to support@clarityfx.com with “Complaint” in the subject line. Please include:

• your full name and the email address registered to your account;
• your trading account number;
• a clear description of the issue and what you would like us to do;
• the dates and times involved, and any order or position numbers; and
• any supporting evidence, such as screenshots or transaction hashes.

Please raise complaints as soon as possible, and ideally within 30 days of the event, so that records are readily available.

5. What happens next

1. Acknowledgement: we aim to confirm receipt within 5 business days and give you a reference number.
2. Investigation: we review the facts, including platform logs, trade records and transaction data, and may contact you for more information.
3. Final response: we aim to send a written final response within 30 days of receiving all the information we need. If we need more time, we will tell you why and when to expect our answer.

Where we find that we have made a mistake, we will explain how we will put it right, which may include correcting trades or compensating you where appropriate.

6. Fair handling

Complaints are reviewed impartially by staff who were not directly involved in the issue where possible. We do not charge for handling complaints, and making a complaint will not affect how we treat you.

7. If you are not satisfied

If you are not satisfied with our final response, you may ask for it to be reviewed by senior management by replying to it within 30 days. You may also have other rights under applicable law, as set out in our Terms and Conditions.

8. Records

We keep records of complaints and the action taken, and use them to improve our services. Personal data in complaints is handled in line with our Privacy Policy.