At Olymptrade, we’re committed to resolving issues promptly and fairly. We’ve established a clear escalation path to help you navigate the process smoothly and efficiently.
This article outlines the step-by-step flow for resolving complaints, ensuring that you know what to expect and how long each step may take.
💬 How to resolve an Issue: Customer Support & Escalation Process
Most issues are resolved quickly through our advanced chatbot or live support team. However, for more complex concerns, we have a straightforward process for escalating your case. Following these steps will help us resolve your complaint in a timely manner.
Stage | Resolution Time | What Happens |
Submit to Customer Support |
Instantly |
|
Escalation to Customer Service Executive Team |
5 working days |
|
Claims Department Review & External Dispute Resolution (EDR) |
10 working days |
|
📌 Important
Please make sure to follow these steps in order. Bypassing steps, CC-ing third parties, or jumping to external bodies may delay resolution and reduce our ability to help effectively.
Even if you're considering contacting an External Dispute Resolution (EDR) body or a regulatory authority, they will usually require proof that you've completed our internal complaint process first. That's why we always encourage working through the full steps with us - it’s often faster, more direct, and helps resolve matters efficiently.
For more details, please refer to Paragraph 5: Claims Procedure and Dispute Resolution in our Service Agreement.
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