Complaints Procedure

1. How to Make a Complaint

If you have a complaint about our services, please contact our complaints team at complaints@smh-markets.com with full details of your concern.

2. Information Required

Please provide your account number, date of incident, description of the issue, and any supporting documentation.

3. Acknowledgment

We will acknowledge receipt of your complaint within 2 business days.

4. Investigation

We will investigate your complaint thoroughly and aim to provide a final response within 30 business days.

5. Resolution

If we uphold your complaint, we will take appropriate action to resolve the issue and, where applicable, provide fair compensation.

6. Escalation

If you are not satisfied with our response, you may escalate your complaint to the relevant financial ombudsman or regulatory authority.

7. Record Keeping

We maintain records of all complaints for regulatory purposes and continuous improvement of our services.

8. Contact

Complaints Team: complaints@smh-markets.com | Phone: +1 787 945 2353