Complaints Procedure
We are committed to resolving any issues promptly and fairly.
At Smart Gold Trade, we strive to provide the highest level of service. However, we understand that issues can sometimes arise. If you are not satisfied with any aspect of our service, please let us know by following the procedure below.
How to Submit a Complaint
To ensure your complaint is handled efficiently, please follow these steps:
Step 1: Gather Information
Before submitting your complaint, please gather all relevant information, including your username, relevant transaction IDs, dates, and any screenshots or documents that support your case.
Step 2: Submit Your Complaint
Please send a formal email with all the details to our dedicated complaints department at:
Alternatively, you can create a new support ticket in our Support Center using the 'Complaint' category.
Step 3: What to Include
To help us investigate, please include the following in your email:
- Your full name and registered username.
- A clear description of your complaint.
- The date the issue occurred.
- Any supporting evidence you have gathered.
Our Process
Once we receive your complaint, we will handle it according to the following process:
- Acknowledgement: We will send you an email acknowledging receipt of your complaint within 48 business hours.
- Investigation: Our compliance team will conduct a thorough investigation into your case. This may involve reviewing your account activity, transaction logs, and communications.
- Resolution: We aim to provide a final response and resolve your complaint within 14 business days. If we require more time, we will inform you of the delay and the reason for it.