Complaints Policy

1. Definition

A "complaint" is any expression of dissatisfaction addressed to AP Markets relating to service provision, products, order execution, customer support, KYC processes, deposits or withdrawals, or any other matter arising from the business relationship. Every complaint receives the same level of attention regardless of the channel used.

2. How to submit a complaint

To submit a formal complaint, contact us through one of the official channels below. Include in your message: (a) your identification details and account number; (b) a clear, concise description of the situation; (c) date, approximate time and, where applicable, order or transaction ID; (d) any supporting evidence (screenshots, emails, documents); (e) the resolution you expect. The more detail you provide upfront, the faster we can resolve.

3. Acknowledgement and timeframes

We acknowledge your complaint within a maximum of 2 business days. The initial substantive response is delivered within a maximum of 5 business days from acknowledgement. If the complexity of the case requires it, we may extend this timeframe by notifying you of the reason and a new estimated deadline. Final resolution is delivered within a maximum of 30 business days, except in duly justified exceptional cases.

4. Internal process

Each complaint is assigned to a Compliance team agent independent from the operational team involved. The agent gathers evidence, reviews the operational context, consults the relevant internal areas and issues a reasoned response. Critical or recurring complaints are escalated to the Compliance Officer and, where appropriate, to the Risk and Compliance Committee.

5. Resolution and right to appeal

The final response includes: analysis of the case, decision taken, reasoning and, where appropriate, corrective or compensatory measures. If you are not satisfied with the response, you may request internal review by the Compliance Officer within 30 days of receiving the decision. The review is independent and final within the internal process.

6. External escalation

If you have exhausted the internal process and are not satisfied with the final decision, you have the right to escalate the complaint to the competent regulatory authorities. For clients resident in the United Arab Emirates: Capital Market Authority (CMA UAE) · investor.protection@sca.gov.ae. For international clients: Financial Services Regulatory Authority of Saint Lucia. AP Markets cooperates with every regulatory investigation, and you may initiate escalation without it affecting your commercial relationship with us.

7. Confidentiality and record-keeping

All complaints are treated as confidential and recorded in our internal system for a minimum of 5 years. Personal data is processed in accordance with our Privacy Policy and is shared only with those involved in resolving the case or with authorities where there is a legal obligation.