Filing a Trade Inquiry

At Tradu, we strive to provide our customers products and services that are resourceful to meet their needs. If we fail to meet your expectations, or you have a specific inquiry or concern that requires a formal review, you are encouraged to file a trade inquiry. Before you do so, please review the top questions and answers on trade execution.

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.

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 all fields are required to submit an inquiry. To expedite the processing of your inquiry please provide an accurate amount disputed. To obtain the ticket number of a trade, visit the portfolio section of the trading platform.

PLEASE COMPLETE THE FORM BELOW

CLICK THE BUTTON BELOW TO BE REDIRECTED TO THE FORM.

To review execution risks and steps to manage them click here.

Stratos Global LLC is incorporated in St Vincent and the Grenadines with company registration No. 1776 LLC 2022. Stratos Global LLC is not required to hold any financial services license or authorization in St Vincent and the Grenadines in order to provide products and services related to foreign exchange and CFDs. Registered address: Euro House, Richmond Hill Road, Kingstown, VC0100, Saint Vincent and the Grenadines.

Stratos Systems Limited with company registration No. 8430582-1 is a Securities Dealer licensed by the Financial Services Authority Seychelles (license number: SD147), providing listed shares. Business address: Block B, Global Village, Jivan’s Complex, Mont Fleuri, Mahe, Seychelles.

Stratos Tech Limited is an entity incorporated in Seychelles with company registration No. 8434996-1, providing virtual assets. Registered address: Suite 3, Global Village, Jivan’s Complex, Mont-Fleuri, Mahe, Seychelles.

Above mentioned entities are subsidiaries within the same corporate group of companies, collectively “Tradu”.

Risk Warning: The value of your investment can fluctuate. Losses can exceed deposits.

The provided information is not directed at residents of the United States, Canada, United Kingdom, European Union, Hong Kong, Australia, Israel or Japan and is not intended for distribution to, or use by, any person in any country or jurisdiction where such distribution or use would be contrary to local law or regulation.

Tradu is headquartered at 125 Old Broad Street, 9th Floor, London EC2N 1AR, United Kingdom. Stratos Markets Limited is authorised and regulated in the United Kingdom by the Financial Conduct Authority. Registration number 217689. Registered in England and Wales with Companies House company number 04072877. Stratos Europe Limited is a Cyprus Investment Firm (“CIF”) registered with the Cyprus Department of Registrar of Companies (HE 405643) and authorised and regulated by the Cyprus Securities and Exchange Commission (“CySEC”) under license number 392/20. Stratos Trading Pty. Limited (AFSL 309763, ABN 31 121 934 432) is regulated by the Australian Securities and Investments Commission. Stratos South Africa (Pty) Ltd is an authorized Financial Services Provider and is regulated by the Financial Sector Conduct Authority under registration number 46534. Stratos Light Limited (Registrar number: 515234623), is incorporated in Israel and is an authorised and licensed company, supervised by the Israeli Securities Authority.

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