Complaint Management

A Complaint Handling Process in a Forex trading company refers to the formal procedure established to receive, investigate, respond to, and resolve client complaints in a fair, timely, and transparent manner. This process ensures customer satisfaction, regulatory compliance, and the company’s reputation.

Olla Trade Ltd. (hereinafter referred to as the “Company”), is incorporated under the laws of Anguilla with Registration A000001849 having its registered office at No. 9 Cassius Webster Building, Grace Complex, PO Box 1330, The Valley, Al 2640, Anguilla.. The Company is authorised as an International Business Company (IBC) in Anguilla under the laws and regulations of the International Business Companies Act 2022: Section 203. (herein the “Law”). The objects of the Company are all subject matters not forbidden by International Business Companies (Amendment and Consolidation) Act 2022: Section 203 of the Revised Laws of Anguilla. Olla Trade Ltd. is the leading brokerage, by volume, FX and bullion trading company.
Meta Trader 4 also known as MT4, an electronic trading platform is used by Olla Trade Ltd. It provides low latency and order processing. The Company in accordance with the provisions of the Law and international standards, outlines in the Privacy Policy (herein the “Policy”) how the Company collects, maintains, utilizes and discloses personal information of the Client.
This Policy applies to all companies within Olla Trade Group and all the Companies follow the principles as outline hereof. We train our employees who handle personal information to respect the confidentiality of customer information and the privacy of individuals. We regard breaches of your privacy very seriously and will impose appropriate penalties, including dismissal, should we deem it necessary.
This Policy applies to existing and prospective clients as well as to any visitors of the company’s website(s).
The Company is committed to protecting the privacy of all Clients’ personal data which it obtains during the Account Opening process including information obtained during a Client’s visit to the Company’s website(s).

Unless the context requires otherwise, all terms included in this Procedure shall have the meaning given to them herein. Where the context requires, (a) words importing the singular shall include the plural and vice versa and (b) words importing the masculine shall include the
feminine and vice versa.

The purpose of the Procedure is to set out the internal complaint resolution system and procedures which the Company has established, maintains and follows for the resolution of complaints.

A complaint is an expression of dissatisfaction by a Client regarding the provision of investment and/or ancillary services provided to him by the Company. Complainant is the person, natural or legal, which is eligible for lodging a complaint to a Company and who has already lodged a complaint.
A complaint received by a client shall include:
a) the Client’s name and surname;
b) the Client’s trading account number;
c) the affected transaction numbers, if applicable;
d) the date that the issue arose and a description of the issue.
A complaint must not include offensive language directed either to the Company or a Company employee.

All complaints or grievances must be in writing and shall be addressed to the Customer Support Department of the Company via email at cst@Ollatrade.com (for any issues other than trading issues) or the Trading Department, reachable at info@Ollatarde.com for any trading issues.
If the client receives a response from the Customer Support or Trading Department but deems that the complaint or grievance needs to be raised further for an independent review, the client may either ask the Customer Support or Trading Department to escalate it to the Compliance Team or directly contact the Compliance Team (Support@Ollatrade.com), which will independently and impartially investigate it.
The company will not be able to handle or investigate a complaint if the requirements included in paragraphs 4.2 and 4.3 above are not fulfilled. In such an event, the company shall revert back to the client and request him to send any additional information. In any event, one of the company’s officers may contact the client directly in order to obtain further clarifications and information relating to his complaint. The Company
shall need the client’s cooperation in order to handle the complaint.
Upon receipt of the complaint, the department that has received the complaint shall record the complaint in the complaints register maintained by the company as per Par. 8 of the procedure.
The company shall thoroughly examine all complaints as required (taking into account any information contained within the books and records of the company, including but not limited to the client’s trading account history) without undue delay.
The company will treat each complaint with reasonable care and reach a fair outcome.

Upon receiving the complaint, the company will inform the complainant within five (5) business days that it has received the complaint and provide him with a unique reference number, which shall correspond solely to his complaint and must be used throughout his correspondence with the company regarding the specific matter and/or complaint.
The company shall send its initial response to the client within ten (10) business days from the actual receipt of the complaint. If the complaint requires further investigation and it cannot be resolved within ten (10) business days, it will issue a holding response in writing or in another durable medium. When a holding response is sent, it will indicate when the company will make further contact and inform the client on the progress of the investigation.
The company shall investigate and reply to the complainant within two (2) months from the date of reception of the complaint.
Upon completion of the investigation, the company shall send a written notice to the complainant informing him:
a) Of the outcome of the investigation along with the reasons for reaching such a decision; or
b) If applicable, the nature and terms of any offer and/or settlement.
If the company does not manage to conclude its investigation and/or respond to the complainant within two (2) months from the date of receipt of the complaint, the company shall send a written notice explaining the reasons for not reaching a decision and/or concluding the investigation yet, the reasons for the delay, and the period of time within which it shall be able to complete the investigation. It is noted that the company shall not provide its response later than three (3) months from the submission of the complaint.

All complaints shall be treated confidentially.
The company shall deal with the client’s complaints without undue delay.
The company will resolve all complaints in a fair manner.

Questions regarding this procedure should be sent to the Customer Support Team.

The Company has established, maintains, and updates the complaints register with details of all the complaints received per month for a period of five (5) years. The following Information is recorded in the complaints register.
(a) date of the complaint;
(b) Account Number;
(c) identification of the complainant;
(d) complaint cause;
(e) the financial instrument;
(f) the disputed amount;
(g) settlement date, if applicable; and
(h) any comments thereof.

Customer Support Department: cst@Ollatrade.com
Trading Department: info@Ollatrade.com
Client Audit Team: Support@Ollatrade.com

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