Tradu Complaints
Stratos Systems Limited ("Tradu") is committed to handling complaints fairly, transparently and promptly in compliance with applicable regulation.
Raising a Query or Trade Inquiry
If you have a question about your account with Tradu or its services, please contact our Customer Support Department at + 44 1514537000 or via email at [email protected].
If you have a trading query, you may submit a trade inquiry to Tradu by completing the Online Trade Audit Form. Trading inquiries should be submitted as soon as possible after the issue has occurred. Tradu's Trade Audit team will investigate the matter and provide you with a full explanation of the findings. Where the Trade Audit Committee determines that you were negatively affected by a technical issue, an adjustment will be offered.
Submitting a Formal Complaint
If your concern is not resolved through Customer Support or Tradu's Trade Audit team, or if you wish to lodge a formal complaint directly, you may do so by completing and submitting our Online Complaint Form. The submission of complaints is free of charge.
The Complaint Form must be completed truthfully, completely and accurately. The information requested through the Form is indicative, and Tradu may request additional information, clarification or supporting evidence during the course of its investigation. Your full cooperation is required in order for Tradu to finalise its assessment.
How Complaints Are Handled
Within two (2) business days of receipt, Tradu will acknowledge your complaint in writing, providing a unique reference number, a designated contact person, and the expected response timeframe. Tradu aims to issue a final response within twenty-one (21) business days, extendable to ninety (90) business days for complex matters, with written notice of any extension. Tradu may place the matter on hold or treat it as closed if you do not provide requested information within a reasonable period.
Outcome of Your Complaint
Within two (2) business days of closing a complaint, Tradu will send you a written summary of the complaint, the findings, any proposed remedy (allowing a minimum of ten (10) business days to accept or reject), and details of the Competent Authority for further escalation. Reasons will be provided where a complaint is refused, and any compensation offer will be clearly quantified.
Escalation to the Seychelles Financial Services Authority
If you remain dissatisfied or the matter is unresolved within the above timeframes, you may escalate your complaint to the Seychelles Financial Services Authority (FSA), provided you have first exhausted Stratos Systems Limited's own process. Complaints must be lodged with the FSA within three (3) years of the relevant act or omission.
FSA contact details:
Email: [email protected]
Phone: +248 4380800