Complaint Handling Procedures

At FlipTrade Group, client satisfaction and trust are our highest priorities. We are committed to maintaining a transparent, fair, and effective process for handling all client complaints promptly and professionally.

This Complaint Handling Procedures document outlines how clients can raise concerns and how FlipTrade Group will manage, investigate, and resolve them.

This policy forms an integral part of the Client Agreement, Terms & Conditions, and all other company policies. Any capitalized term not defined herein shall carry the meaning given in the Client Agreement.

FlipTrade Group reserves the right to amend this policy at any time. The revised version will become effective once published on our official website. Clients are advised to review this page regularly for updates.

If you wish to file a complaint, you may do so through one of the following official channels:

• Submit a ticket through the Client Portal, or
• Send an email to support@fliptradegroup.com, providing a detailed description of the issue, the date and time it occurred, and any relevant supporting documentation.

These are the only official methods to lodge a complaint and receive an accurate response. There is no need to visit our offices or contact employees directly.

To ensure your complaint is processed efficiently, please include the following details:

• Your full name and surname
• Your trading account number
• Transaction numbers related to the issue (if applicable)
• The date and time when the incident occurred
• A clear description of the issue
• Any supporting documents or evidence (screenshots, statements, etc.)

Note: Please refrain from using offensive or inappropriate language in any correspondence with FlipTrade Group or its employees. Such communication will not be accepted as a valid complaint.

Upon receipt of a valid complaint, FlipTrade Group will:

• Send a written acknowledgment email to the client within two (2) working days.
• Provide a unique reference number (URN) that must be used for all future communication regarding the same complaint.

FlipTrade Group will review and investigate each complaint thoroughly, considering all relevant facts and evidence provided by the client.

Our goal is to reach a final resolution within one (1) month of receiving the initial complaint.

During the investigation, the company may:

• Contact the client for additional information or clarification, and
• Provide updates on the progress of the investigation as necessary.

If a resolution cannot be achieved within the initial one-month period, the client will be notified of:

• The reason for the delay, and
• The expected timeline for completing the investigation (which shall not exceed an additional one month).

FlipTrade Group strives to resolve all matters in a fair, transparent, and amicable manner.

If the client remains dissatisfied with the company’s final decision or proposed resolution, they may escalate the complaint to the relevant financial regulatory authority within four (4) months of receiving FlipTrade Group’s final response, but not before the final decision has been issued.

Details of the appropriate regulatory body will be provided upon request.

FlipTrade Group is dedicated to maintaining high standards of integrity and professionalism in all interactions. Every complaint is handled objectively, with respect for our clients’ rights and concerns.

For complaint submissions or follow-ups, please contact us via:

support@fliptradegroup.com