Complaints

An open process, a visible clock

This page documents the complete journey of a complaint at Deft Swaphaldine: how to lodge one, what to attach, when answers arrive and where to go if the resolution does not convince you.

One reassurance worth stating explicitly: lodging a complaint never affects your trading, your balance or your standing on the platform, and the team that handles complaints is separate from the team that handles your account, so the process cannot quietly punish the complainant.

Every case receives transparency, confidentiality and impartiality, in that order and without exception.

The commitment

A complaint is raw material for a better product: each one becomes a record, an analysis and, where warranted, a changed process, and several visible parts of this platform, from withdrawal timeframes to report wording, began as client records. For scope, we count any written dissatisfaction about service, charges, conduct or operational outcomes as a complaint; plain technical questions travel through normal support, while any dispute, however informally phrased, is born a complaint and gets a case number.

The process, step by step

  1. Lodge. Email [email protected], subject "Complaint", with what happened, when, and the outcome you want; an automatic reply returns your case number.
  2. Triage. Inside two business days the responsible area builds the internal file and, if anything is missing, requests it once, in full, without ping-pong.
  3. Investigate. The case is tested against the account's complete history, trades, settings, sessions and messages, with long investigations earning a progress note before the deadline expires.
  4. Respond formally. A written conclusion with the proposed resolution and its reasoning, and where the complaint is upheld the fix deadline rides in the same letter.
  5. Close or escalate. Acceptance closes the case, rejection points you to the external options below.

What to include (and never include)

Essentials: full name, account email, any prior case number, a chronological narrative and the result you seek, with screenshots and trade identifiers strengthening the file enormously. Attaching everything in the first email collapses the timeline, since complete evidence resolves in a single round while instalment-fed cases take three, and quoting the case number in every follow-up pulls the whole file in one move, trimming days off long investigations simply through copy and paste.

Never include: passwords, 2FA codes or full card numbers, since no legitimate team needs them and anyone asking is running a scam worth reporting.

Timeframes

Acknowledgement: immediate. First substantive reply: within five business days of complete lodgement. Complex cases: up to fifteen business days with a mandatory interim update before the deadline. Business days count in Australia, and the clock pauses while requested information sits with you, restarting on delivery.

Escalation and external resolution

Should the internal process not resolve the matter, or should you decline the proposed resolution, the bodies competent for your case and jurisdiction, identified in the formal closing response, are the next stop, and the complete correspondence forms the documentary spine of any later stage. Before that, an internal review by a second area independent of the first is available on request, same subject, same case number: fresh eyes over the same file with authority to decide differently, and historically about one review in ten does.

Company commitments

  • Transparency: reasoning in every response, not just verdicts.
  • Confidentiality: case data used for the case alone.
  • Impartiality: analysis on complete records, tipping neither way.
  • Traceability: no complaint without visible status until closed.
  • No retaliation: complaining never affects service or terms.
  • Improvement: recurring complaints produce documented process changes.

Contact

Lodge or follow up: [email protected]. Hours: Monday to Friday, 9:00am to 5:30pm AEST (excluding public holidays). Responsible area: Client Support & Compliance.