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Paradox INC. takes all complaints seriously. We aim to resolve concerns promptly, fairly and transparently. This page explains how to raise a complaint and the steps we will take in response.
Complaints can be submitted in writing through the secure messaging system within the platform or by emailing complaints@paradoxinc.example. Please include your account number, a clear description of the issue, the dates and amounts involved, and any supporting documentation.
We will acknowledge receipt of your complaint, in writing, within five (5) business days. The acknowledgement will include the name and contact details of the person handling your case.
Our Compliance team will investigate the complaint thoroughly and impartially, drawing on records of trades, communications and account activity as necessary.
We aim to provide a final written response within fifteen (15) business days of acknowledgement. Where the case is complex and additional time is required, we will keep you informed in writing and provide a final response within thirty-five (35) business days.
If you are not satisfied with our final response, or if you have not received one within the maximum time frame, you may have the right to refer your complaint to the relevant external dispute-resolution body or financial ombudsman in the jurisdiction where Paradox INC. is licensed.
All complaints, the actions taken, and the outcomes are recorded and retained for at least five (5) years from the date of resolution.
Trends and root causes identified through complaints are reviewed periodically by senior management and used to improve products, processes, and client communication.
Email: complaints@paradoxinc.example | In-platform: Support > New Ticket > Category ‘Complaint’.
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