Complaint Resolution
A transparent and accessible process for raising, reviewing and resolving complaints connected with the Fxdocket platform.
Complaints & Dispute Resolution
Our process is designed to receive complaints fairly, investigate them objectively and resolve legitimate concerns as efficiently as reasonably possible.
PURPOSE
Fxdocket is committed to providing a transparent, fair and accessible process for receiving and resolving complaints from its users.
This Complaints & Dispute Resolution Policy explains how followers, experts, students, trainers and other users can raise concerns regarding services provided through or in connection with the Fxdocket platform.
Our objective is to:
- Receive complaints fairly and transparently.
- Give affected parties an opportunity to provide relevant information.
- Investigate complaints objectively.
- Resolve legitimate complaints as efficiently as reasonably possible.
- Protect users from fraud, abuse and misconduct.
- Maintain the integrity of the Fxdocket platform.
WHO CAN MAKE A COMPLAINT?
A complaint may be submitted by:
- A follower
- A student
- A trading expert
- An expert applicant
- A trainer
- A registered Fxdocket user
- An authorised representative of a user where appropriate
Complaints may concern Fxdocket, an expert, trainer, follower, student or another aspect of a service provided through the platform.
WHAT CAN BE REPORTED?
Users may submit complaints relating to:
EXPERT SERVICES
- Misrepresentation
- Failure to deliver an advertised service
- Misleading claims
- False performance claims
- Unprofessional conduct
- Harassment or abusive communication
- Breach of an expert's stated service terms
- Suspected fraud or scam activity
TRAINING SERVICES • Course not delivered as advertised • Misrepresentation of qualifications • False claims concerning training outcomes • Unprofessional conduct • Failure to provide agreed training services • Disputes concerning course delivery • PLATFORM ISSUES • Account problems • Verification issues • Technical problems • Incorrect information • Unauthorised account activity • Privacy or security concerns • Platform functionality complaints • PAYMENT ISSUES • Payment not properly reflected • Duplicate payment • Incorrect charge • Unauthorised payment • Subscription-related dispute • Payment-processing problem • SAFETY, FRAUD & ABUSE • Suspected fraud • Impersonation • Fake trading statements • Fake reviews • Manipulation • Unauthorised requests for money • Phishing • Misuse of personal information
TRADING PERFORMANCE COMPLAINTS
Fxdocket recognises that financial-market trading involves risk.
A losing trade, losing signal or unsuccessful trading outcome does not by itself constitute evidence of misconduct or a valid complaint against an expert.
Experts cannot guarantee profits or eliminate trading risk.
Complaints may, however, be considered where there is evidence of:
- Deliberate misrepresentation
- Falsification of trading records
- Fraud
- Deliberately misleading statements
- Material breach of the expert's advertised service
- Manipulation of information
- Other conduct that violates Fxdocket rules or applicable agreements
Fxdocket does not guarantee the profitability of any expert's signals, strategy or trading activity.
BEFORE SUBMITTING A COMPLAINT
Where appropriate, users should first attempt to resolve ordinary service issues directly with the relevant expert or trainer.
For example, where an expert has failed to provide access to an advertised service, the follower may first contact the expert through the approved Fxdocket communication channel.
However, users should not contact the expert first where the complaint involves:
- Fraud
- Threats
- Harassment
- Suspected financial crime
- Identity theft
- Serious misconduct
- Personal safety concerns
Such matters should be reported directly to Fxdocket.
HOW TO SUBMIT A COMPLAINT
Fxdocket should provide a dedicated:
SUBMIT A COMPLAINT
function within the user's account.
A complaint form should capture:
- Full name
- Registered email address
- Account ID
- Complaint category
- Name or profile of the person/service involved
- Date of incident
- Description of the complaint
- Amount involved, if applicable
- Relevant transaction information
- Supporting documents
- Screenshots where relevant
- Desired resolution
Users should provide accurate and complete information.
REPORT EXPERT FUNCTION
Every expert profile should contain a clearly visible:
REPORT EXPERT
button.
The button should allow a follower or visitor to report:
- Suspected fraud
- Misleading claims
- False performance information
- Unprofessional behaviour
- Failure to deliver advertised services
- Unauthorised payment requests
- Harassment
- Other serious violations
The report should automatically create a case in the Fxdocket administration system.
COMPLAINT REFERENCE NUMBER
After submitting a complaint, the system should automatically generate a unique:
Complaint Reference Number
Example:
FXD-CMP-2026-000125
The complainant should receive confirmation that the complaint has been received. Users should use this reference number when communicating with Fxdocket about the complaint.
COMPLAINT REVIEW PROCESS
Fxdocket may use the following process:
- STEP 1 — RECEIPT — The complaint is submitted and assigned a reference number.
- STEP 2 — INITIAL REVIEW — Fxdocket reviews the complaint to determine what happened, who is involved, whether it falls within Fxdocket's responsibility and whether additional information is required.
- STEP 3 — EVIDENCE COLLECTION — Fxdocket may request screenshots, payment receipts, account records, communication records, trading statements, course information, service descriptions and other relevant evidence.
- STEP 4 — RESPONSE FROM THE OTHER PARTY — Where appropriate, Fxdocket may give the expert, trainer or other party an opportunity to respond.
- STEP 5 — INVESTIGATION — Fxdocket reviews the available evidence and applicable platform rules, agreements and policies.
- STEP 6 — DECISION — Fxdocket communicates the outcome to the parties where appropriate.
- STEP 7 — RESOLUTION — Where a complaint is upheld, Fxdocket may take appropriate corrective action.
COMPLAINT PRIORITY
Complaints may be prioritised according to seriousness.
HIGH PRIORITY
- Suspected fraud
- Financial crime
- Account takeover
- Identity theft
- Threats
- Serious harassment
- Major security incident
MEDIUM PRIORITY • Payment disputes • Service-delivery complaints • Expert misconduct • Training disputes • Significant account issues • STANDARD PRIORITY • General platform complaints • Minor technical problems • Profile information issues • General service concerns
TARGET RESPONSE TIMES
Fxdocket should aim to:
Acknowledge complaints: within 1 business day
Initial review: within 3 business days
Provide an update: within 7 business days, where the complaint cannot yet be resolved
Target resolution: within 15 business days for straightforward complaints
Complex complaints may take longer where additional evidence, third-party verification or investigation is required.
Where additional time is necessary, Fxdocket should notify the complainant and provide an appropriate update.
POSSIBLE RESOLUTIONS
Depending on the circumstances, Fxdocket may:
- Explain the relevant policy
- Correct inaccurate information
- Restore appropriate account functionality
- Correct a technical problem
- Require an expert to provide an advertised service
- Remove misleading content
- Remove fraudulent reviews
- Suspend an expert
- Remove an expert's verification status
- Suspend or terminate an account
- Refer a matter to a payment provider
- Request corrective action
- Facilitate communication between parties
- Provide another appropriate platform-level remedy
Fxdocket will determine the appropriate action based on the circumstances and available evidence.
REFUNDS
Refund requests will be assessed according to:
- The applicable service terms
- Fxdocket's refund policy
- The relevant expert or trainer's stated service terms
- Payment-provider rules
- Applicable law
A trading loss does not automatically create an entitlement to a refund. Fxdocket does not guarantee refunds for losses resulting from trading activity, signals or financial-market decisions.
EXPERT-SERVICE DISPUTES
Where an expert independently provides a service to a follower, Fxdocket may investigate complaints concerning the expert's compliance with Fxdocket's platform rules and the expert's stated service obligations.
Fxdocket's role does not necessarily mean that it guarantees the expert's service, trading results or future conduct.
Where appropriate, Fxdocket may take platform-level action against an expert even where the underlying financial dispute cannot be fully resolved by Fxdocket.
TRAINING DISPUTES
Students should first review the course or training terms before submitting a complaint.
Training complaints may concern:
- Course access
- Failure to deliver training
- Misrepresentation
- Trainer conduct
- Course description
- Agreed training arrangements
- Payment issues
A student's dissatisfaction with their trading results after completing training does not automatically establish that the trainer breached the agreement.
PAYMENT DISPUTES
Where a complaint concerns payment, users should provide:
- Payment date
- Amount
- Transaction reference
- Payment method
- Service purchased
- Relevant receipt
Fxdocket may liaise with the applicable payment provider where necessary. Where an expert's payment arrangement is separate from Fxdocket's payment system, the expert may remain responsible for resolving the underlying transaction, subject to the applicable agreement.
FALSE OR MALICIOUS COMPLAINTS
Users must not knowingly submit false complaints.
A complaint submitted honestly will not result in adverse action simply because it is not upheld.
However, deliberately false complaints, fabricated evidence or malicious reports may constitute a violation of Fxdocket's policies.
CONFIDENTIALITY
Fxdocket will handle complaints with reasonable confidentiality.
Information may be shared where necessary to:
- Investigate the complaint
- Respond to the complaint
- Protect users
- Prevent fraud
- Comply with legal obligations
- Cooperate with authorised third parties
Fxdocket will handle personal information according to its Privacy Policy and applicable data-protection requirements.
APPEALS
If a complainant disagrees with the outcome, they may request a review of the decision.
An appeal should:
- Reference the original complaint number
- Explain why the complainant believes the decision should be reconsidered
- Provide any relevant new evidence
Appeals should normally be submitted within 14 days of the complaint outcome. Fxdocket may conduct an internal review and provide a final platform decision.
EXTERNAL DISPUTE RESOLUTION
Where a dispute cannot be resolved through Fxdocket's internal process, the parties may have rights available under applicable law or through relevant consumer-protection, regulatory, mediation, arbitration or court processes.
Nothing in this policy removes any mandatory legal rights available to a user.
LIMITATION OF FXDOCKET'S ROLE
Fxdocket operates as a platform connecting users with trading experts, trainers, educational services and market-related information.
Unless expressly stated otherwise, Fxdocket does not:
- Guarantee an expert's trading results
- Guarantee trading profits
- Guarantee that a signal will be successful
- Guarantee a student's trading success
- Provide personalised investment advice
- Guarantee the conduct of independent experts outside the platform
- Guarantee recovery of funds lost through unauthorised transactions
Users remain responsible for making their own decisions and assessing the risks associated with financial-market activities.
EMERGENCY & FRAUD REPORTING
If a user believes they are experiencing an active fraud, account compromise, identity theft or other serious security incident, they should report it to Fxdocket immediately through the designated reporting channel.
Users should also take appropriate steps to secure their accounts, including changing compromised passwords and contacting their payment provider where necessary.
POLICY UPDATES
Fxdocket may update this Complaints & Dispute Resolution Policy from time to time.
The latest version published on the Fxdocket website will apply from its stated effective date.
CONTACT
FXDOCKET COMPLAINTS TEAM
Email: admin@fxdocket.com
When contacting Fxdocket, include your complaint reference number where one has already been issued.
We listen. We investigate. We act.
Fxdocket is committed to creating a platform where traders, experts, students and followers can participate with greater transparency, accountability and confidence.