Complaints
Our commitment to your complaint
If something about the service did not meet your expectations, we want to know. This page explains how to file a complaint or claim, what information to include, how long we take to reply and what you can do if the answer does not satisfy you. Every case is reviewed seriously, at no cost to you, and filing one does not affect the service you receive.
We distinguish between a complaint (an expression of dissatisfaction with the service or a person) and a claim (a request that something specific be corrected or put right, such as a charge). Both follow the same route and the same deadlines. Filing one does not commit you to anything and does not close the door on continuing to use the platform.
How the process works
Send your complaint
Write to [email protected] with the subject "Complaint" or "Claim". You can also tell your account manager, who will record it in writing.
Confirmation of receipt
We email you a case number within two business days. That number is your reference for any follow-up.
Case analysis
The Client Support and Compliance team reviews the facts, the account history and, if needed, asks the teams involved for more information.
Written reply
You receive a clear answer with the decision, the reasons and, where relevant, the remedies we will apply.
What to include
To resolve things faster we need: your full name and the email you registered with, a description of what happened, the dates and amounts involved, the payment method used and, if you have them, screenshots or receipts.
If the claim is about a payment, add the bank or wallet receipt and the holder's name. If it is about how a strategy worked, give the strategy name, the approximate time of the trades and what you expected to happen. The more precision, the shorter the wait.
Do not send your password, verification codes, full API keys or your full card number. We never ask for them and they are not needed to study the case.
Timelines
We answer complaints within a maximum of fifteen business days from confirmation of receipt, a period that is extended only exceptionally when the case needs information from third parties, such as a bank or an exchange; in that event we tell you why and give the new estimated date. If the complaint concerns personal data protection, the habeas data deadlines also apply: ten business days for queries and fifteen for claims, under Law 1581 of 2012.
Deadlines count business days, Monday to Friday, excluding Colombian public holidays. If more than fifteen business days have passed without a reply, write again quoting your case number and the subject "Follow-up": the message is escalated to the head of the team.
If you do not agree with the answer
If the internal process did not resolve the problem, you can go to the Superintendence of Industry and Commerce (SIC), which handles consumer claims and personal data protection. If the case involves a bank, a wallet or a card issuer that took part in the payment, you can also bring the claim to that institution and, where it applies, to its Financial Consumer Ombudsman. Having your case number and our written reply makes that step easier.
This page is not a substitute for legal advice. If you believe your rights were violated, you may consult a lawyer or a legal aid clinic and go to the ordinary courts. We do not ask you to give up any of those paths for us to handle your claim.
What we commit to
- Handle your case transparently and explain what we are reviewing.
- Keep the information you share confidential.
- Analyse the facts objectively, with no prejudgement of the result.
- Tell you of each important development by email.
- Correct the error and learn from it when the complaint is right.
Contact
Write to us at [email protected]. Our hours are Monday to Friday, 8:00 to 18:00 (Colombia time, excluding public holidays), and the responsible department is Client Support and Compliance.