Tradu Complaints
INFORMATION ABOUT OUR COMPLAINTS PROCEDURE
How To File a Complaint
Tradu aims to provide our clients with a prompt, fair response to any complaint that you may bring to our attention. This will constitute any formal expression of dissatisfaction regarding any financial services activity provided or withheld by Tradu.
You will receive a written acknowledgment within five (5) days confirming the receipt of your complaint and a unique reference number. Please use this reference number in all future communications regarding your complaint with Tradu, the Financial Ombudsman, and/or CySEC.
Tradu will send you a Final Response within two (2) months of receipt of your complaint. If we are not able to resolve a complaint within two months, Tradu will send you a holding response in order to provide you with details on why Tradu is not yet in a position to resolve the complaint and indicate a period of time within which you might expect a resolution. This period of time shall not exceed three (3) months from the submission of the complaint. For more information, please refer to Tradu's Complaints Handling Policy.
How To Submit A Trade Inquiry
Before you do so, please review the below questions and answers on trade execution as those may help you resolve your inquiry.
At Tradu, we strive to provide our customers products and services that are resourceful to meet their needs. If you have a specific inquiry in relation to trade execution, you are encouraged to submit a trade inquiry.
CLICK THE BUTTON BELOW TO BE REDIRECTED TO THE FORMS.
Top Inquiries on Trade Execution
- What is slippage and why does it happen?
- Slippage is the difference between the requested price and the actual execution price. Slippage can be positive or negative; it occurs when the market gaps over prices or when available liquidity at a given price has been exhausted. Market gaps can occur during high volatility or low liquidity markets, and can result in execution far away from your requested rate.
- Why did my trade open/close?
- From within the portfolio section of the trading platform, you can run a report to view your Combined Account Statement. On the statement the “Condition” column indicates the order type that closed the trade. The “Created By” column indicates where the order originated. For example, if the trade was created via a market order from your login credentials, you will see “Mkt” in the “Condition” column, and your account number will be listed in the “Created By” column. If trades were closed via Margin Call you will see “MC” in the “Condition” column and the Tradu server name will be listed in the “Created By” column.
To review execution risks and steps to manage them click here.
If the above items do not address your inquiry or you would still like an individual review of your account, we encourage you to file a Trade Inquiry Form.
The Trade Services Team will then contact you as soon as possible with a resolution to the inquiry. In the meantime, please manage the trade as you see is appropriate.
Please note that any inquiry related to the provision of services by Tradu could be submitted via the Trade audit form. Such inquiries do not constitute formal complaints as they amount to general questions regarding the provision of financial services (e.g. status of a trade, question on slippage, etc.) as opposed to a formal dissatisfaction of such services. The Trade Services Team will review your inquiry and contact you as soon as possible with a resolution.